Part-Time Customer Support Representative (3 Month Contract)

Employment Type: Contract (3 Months) Location: Remote (Must reside and be available to work in Canada) Time per week: Minimum 20 hours per week (flexible)

Position Overview

Shakepay is seeking a detail-oriented and customer-focused Part-Time Customer Support Representative to join our team. This role is crucial in creating a seamless and positive experience for our customers. If you are passionate about helping people, have a keen eye for detail, and thrive in ensuring accuracy and consistency, we encourage you to apply.

About Shakepay

Shakepay is on a mission to usher in the Bitcoin golden age by reimagining financial services to give every Canadian their fair shake. Since 2015, we have made buying and earning Bitcoin fast, easy, and secure. Our offerings include the Shakepay app and the Shakepay Card, which allows users to earn Bitcoin rewards on everyday purchases. Over one million Canadians trust Shakepay to grow their Bitcoin savings and take control of their financial future. We are regulated across all Canadian provinces and territories, backed by renowned venture capitalists, and foster a culture of doing work that matters, winning as a team, and celebrating success.

Responsibilities

• Diagnose and resolve customer issues with the Shakepay platform.
• Communicate clearly, thoughtfully, and empathetically with customers via chat and email.
• Gain a thorough understanding of Shakepay's products, features, and processes.
• Collaborate with team members to resolve customer inquiries efficiently.
• Relay customer feedback to relevant internal teams.
• Assist with KYC (account verification) requests and review submitted documents for account recovery.
• Approve e-Transfer accounts and process pending e-Transfers.
• Execute various actions to ensure the proper flow of crypto transactions.
• Identify and escalate unusual account activity to the fraud or compliance teams.
• Attend training sessions and meetings with the customer support and operations teams.
• Communicate and interact with other teams via Slack and Google Meet.

Schedule

• Initial 4-6 Weeks: A minimum of 20 hours per week is expected.
• After Initial Period: Shifts will be offered based on capacity needs, with a minimum of 8-12 hours per week guaranteed. Additional shifts will be available based on coverage and capacity.

Requirements

• Must Have:
  • 1+ year of experience in customer support.
  • Strong attention to detail.
  • Excellent written and verbal communication skills.
  • Adaptability to change.
• Nice to Have:
  • Experience in other operational roles.
  • Bilingual (English/French).
  • Basic knowledge of digital currencies.

Why Join Us?

• Help Shape the Future of Money: Be part of a team revolutionizing financial services in Canada.
• Impact Millions: Contribute to the growth of Shakepay and Bitcoin adoption across Canada.
• Grow Your Career: Opportunities for professional development within a growing company.

Application Instructions

Please refer to the original posting for specific application instructions.