Customer Experience Specialist at Relay

Vancouver, British Columbia, 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 and take opportunities to share learnings and learn from fellow team members
Deep empathy for customers and balance being resourceful and direct with customers
Fine-tuned prioritization skills to maximize impact
Ability to rise to a challenge; handle change, conflict management, and uncertainty
Naturally curious, love to understand the “why” behind a problem or question and dig deep into problem-solving
Proactive and find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Flexibility to work Monday to Friday from 9:00 am - 5:30 pm PST (hours may change based on business needs) and open to working Canada/US statutory holidays

Responsibilities

Engage and support customers via phone and email in an empathetic, professional, and proactive manner
Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
Own and improve public support knowledge base by creating and updating articles that equip customers with actionable steps for their inquiries
Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
Collaborate closely 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 Tracking

Questions & Answers

Common questions about this position

What is the work location or arrangement for this role?

The position is hybrid, with working hours Monday to Friday from 9:00 am - 5:30 pm PST, and flexibility for Canada/US statutory holidays may be required.

What experience is required for the Customer Experience Specialist role?

You need 1+ years of experience in customer support or a customer-facing role.

What key skills are needed for this position?

Key skills include clear and personable communication, deep empathy for customers, strong prioritization, problem-solving curiosity, and a team-first mentality.

What is the company culture like at Relay?

Relay emphasizes a team-first mentality, close collaboration across departments like Engineering, Product, and Marketing, proactive problem-solving, and a human-centric customer experience focused on empathy and meaningful connections.

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

Strong candidates have 1+ years in customer support, excel in empathetic and proactive communication, thrive in team collaboration and problem-solving, and demonstrate curiosity and prioritization skills; experience with support tools is a bonus.

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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