Customer Support Specialist at Keep

Our Journey at Keep:

At Keep, we embarked on a mission started by a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology?

This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role:

Join our dedicated team at Keep as a Customer Support Specialist, where your exceptional communication skills and problem-solving abilities will be crucial in ensuring our customers receive the highest level of support and satisfaction. You'll play a key role in resolving inquiries and issues promptly and effectively, contributing to the overall success of our customer service initiatives.

• Respond to customer inquiries via various communication channels, including email, chat, and phone, providing timely and helpful assistance to address their needs.

• Utilize your expertise to effectively resolve customer issues, ensuring their concerns are handled with the utmost care and efficiency.

• Offer comprehensive product support and training to customers, guiding them through the features and functionalities of our innovative fintech solutions.

• Collaborate closely with cross-functional teams, fostering a customer-centric approach and ensuring that customer feedback is effectively communicated and addressed.

• Identify and escalate technical issues to the appropriate teams, working diligently to ensure prompt resolution and customer satisfaction.

• Actively contribute to the continuous improvement of customer support processes and procedures, advocating for enhancements that streamline customer interactions and elevate the overall support experience.

Who You Are:

• You have 1-2 years of experience in customer support, ideally within the fintech or startup industry, demonstrating your understanding of the unique needs and demands of this dynamic sector.

• Your exceptional communication skills, both written and verbal, enable you to effectively engage with customers and provide comprehensive support.

• Strong problem-solving skills and the ability to work independently empower you to handle customer issues with confidence and efficiency.

• Your familiarity with CRM systems and various support tools allows you to navigate customer interactions seamlessly and ensure a streamlined support process.

• Detail-oriented and dedicated to delivering high-quality work, you consistently strive to exceed customer expectations and provide unparalleled support.

• Your passion for fintech and the financial industry drives your commitment to delivering exceptional customer service and contributing to the success of our innovative financial solutions.

Why You Should be Excited About This Role:

• Shape the future of Canadian fintech with a key role in our transformative mission.

• Drive data strategies and initiatives, contributing significantly to our growth trajectory.

• Join a dynamic team of passionate professionals making a lasting impact in the fintech landscape.

• Work with a dedicated crew that values innovation, collaboration, and continual growth.

• Influence how businesses perceive and utilize cross-border banking solutions in Canada.

Why Join Keep?

• We're obsessed with investing in data-driven solutions and cutting-edge technologies.

• Be a part of a team that's rewriting the playbook for the Canadian fintech industry.

• Data is the fuel for our growth engine, and you'll be in the driver's seat shaping our data strategies.

• Embrace a fully inclusive and remote-friendly company culture that values diversity and work-life balance.

• Help us bring modern banking solutions to businesses, reshaping the banking experience for our customers.

Why This Might Not Be a Good Fit:

• If you're a stickler for a highly structured environment with constant hand-holding, you might find our culture of autonomy and trust a bit different.

• If you're more of a slow-and-steady-wins-the-race kind of person, our fast-paced, dynamic environment might be a bit of a rollercoaster.

• Given the nature of our industry and our rapid growth, ambiguity, and uncertainty are all part of the ride. If you prefer clear-cut structures or roles, you might find our dynamic environment a bit too adventurous.

• Collaboration is the heartbeat of Keep, and if you prefer to work in your own little bubble without engaging with the wider team, you might find our approach to teamwork a tad unconventional.

What’s the Interview Process Like?

• Initial People Screening to understand your experience and ensure a cultural fit.

• Get on a call with Thomas, our startup master and Operations Lead

• Dive into an Exercise and Presentation, where you'll showcase your skills through a comprehensive project.

• References.

• Offer. 🎉

Want to Learn More?

Head over to our webpage to discover more about us. Take a peek at our Glassdoor profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn page.