Keep
Customer Support Representative
Remote
Full Time
#Support
#Fintech
#Customer Service
#Customer Support
#Written Communication
#Problem Solving
#Collaboration
Keep is looking for a Customer Support Representative
Full TimeJuniorRemoteSupportFintechCustomer ServiceCustomer SupportWritten CommunicationProblem SolvingCollaborationEnglishRemote work
At Keep, we’re building Canada’s next-generation fintech platform, delivering cross-border banking services such as credit cards, deposit accounts, currency conversion, and revenue financing to growing businesses. We’re looking for a Customer Support Representative who will deliver clear, thoughtful assistance to customers while learning the nuances of our products and processes.
Responsibilities
- Own customer cases from first contact through resolution, responding primarily via written tickets and emails with occasional phone support.
- Investigate account activity, transactions, and internal systems to understand issues and provide accurate, well-reasoned answers.
- Write calm, structured, and empathetic messages that help customers feel informed, especially during stressful or financially sensitive situations.
- Apply sound judgment to decide when an issue can be resolved within scope, when a partial solution is appropriate, or when escalation is needed.
- Handle emotionally charged conversations professionally and set realistic expectations without unnecessary escalation.
- Partner with Engineering, FinOps, Compliance, and Collections teams to resolve edge cases and refine support processes.
- Spot recurring problems or documentation gaps and share constructive feedback that improves the overall support experience.
Must-haves
- 1–2 years of experience in customer support or another customer-facing role, ideally within a startup, fintech, or fast-changing environment.
- Strong written and verbal communication skills with the ability to explain complex topics clearly and calmly.
- Comfort working with evolving products and processes, and the ability to learn changes quickly and apply them precisely.
- Enjoyment of investigation and problem-solving, with a willingness to dig deeper rather than settle for surface-level answers.
- Sound judgment around when to move forward independently and when to ask questions or loop in teammates.
- Attention to detail and care when handling financial information that directly affects customers.
- Fluency in English.
Nice-to-haves
- Prior exposure to fintech, banking systems, or cross-functional collaboration with technical teams.
- Experience contributing ideas that improve documentation, workflows, or customer experience.
Benefits
- Fully remote work from anywhere.
Keep
44 views
3 applied
Company Size
1-10
Markets
Fintech
Financial Services
Risk Management
Business Services
Expense Management
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