Customer Experience Specialist at Relay

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, SMB FinanceIndustries

Requirements

1+ years of experience working in customer support or a customer-facing role
Clear, concise, and personable communicator both verbally and written
Team-first mentality, sharing learnings and learning from team members
Deep empathy for customers, balancing resourcefulness and directness
Fine-tuned prioritization skills to maximize impact
Ability to handle change, conflict management, and uncertainty
Naturally curious, understanding the "why" behind problems and digging deep into problem-solving
Proactive, finding opportunities to fill gaps and improve inefficient processes
Flexibility with working hours (Monday-Friday 9:00 am - 5:30 pm EST, potential changes, open to Canada/US statutory holidays)

Responsibilities

Engage and support customers via phone and email in an empathetic, professional, and proactive manner
Prioritize customer experience by building meaningful connections beyond small talk, showing interest in customers and their businesses
Investigate and problem-solve with team members from Engineering, Risk, Product, etc., to troubleshoot issues timely
Own and improve public support knowledge base by creating and updating articles with actionable steps
Track data and learnings from customer interactions for product and process improvement insights
Collaborate with Marketing, Product, and Engineering on customer pilots, new feature launches, and more

Skills

Key technologies and capabilities for this role

Customer SupportProblem-SolvingCommunicationFintechKnowledge Base ManagementData TrackingEmpathyPhone SupportEmail Support

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The position is hybrid.

What are the working hours for this role?

Working hours are Monday to Friday from 9:00 am - 5:30 pm EST, with hours that may change based on business needs. Candidates must have flexibility and be open to working Canada/US statutory holidays.

What skills and experience are required for the Customer Experience Specialist role?

Required experience includes 1+ years in customer support or a customer-facing role. Key skills are clear communication, team-first mentality, deep empathy, prioritization, handling change and conflict, curiosity for problem-solving, and proactivity.

What is the company culture like at Relay?

Relay emphasizes a team-first mentality, close collaboration with teams like Engineering, Product, Marketing, Risk, and a human-centric customer experience focused on empathy, problem-solving, and growth.

What makes a strong candidate for this Customer Experience Specialist position?

Strong candidates have 1+ years of customer support experience, excel in empathetic communication, thrive in team collaboration, demonstrate curiosity and proactivity in problem-solving, and handle prioritization and change effectively. Bonus for experience with customer support tools.

Relay

Communication platform for workforce efficiency

About Relay

Relay is a communication platform aimed at improving workforce efficiency, especially for workers who do not have access to traditional communication tools or who use walkie-talkies. The platform utilizes Push-to-Talk (PTT) technology, which allows users to communicate instantly without the limitations of traditional walkie-talkies, such as limited range and security concerns. Relay includes features like GPS tracking, emergency alerts, and works on both mobile and desktop devices, all controlled through a voice interface. Unlike its competitors, Relay focuses on providing a subscription service that includes software integrations and regular updates to adapt to the changing needs of businesses. The main goal of Relay is to enhance communication for active workers, ensuring they can connect efficiently and safely.

Raleigh, North CarolinaHeadquarters

2015Year Founded

$46.7MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health, dental & vision

PTO

Paid sick leave

401(k) with 3% match

Paid parental leave

Connection & wellness credit

Equipment & tools

Flexible work environment

Free snacks & fun times

Risks

Emerging competitors like Apiture and Vantaca threaten Relay's market share.

Rapid AI translation advancements by others could outpace Relay's TeamTranslate feature.

Reliance on Series B funding may lead to financial instability if growth targets aren't met.

Differentiation

Relay offers real-time language translation for frontline teams, enhancing communication efficiency.

The platform integrates GPS tracking and emergency alerts, ensuring worker safety and coordination.

Relay's voice interface eliminates the need for traditional bulky walkie-talkies, improving mobility.

Upsides

Relay's Series B funding of $35M supports growth in productivity and safety features.

The demand for cloud-based communication platforms is rising, benefiting Relay's scalable solutions.

Advancements in voice interface technology enhance Relay's user interaction and accessibility.

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