Customer Care Represenative

At ZayZoon, we are on a mission to save ten million hardworking employees ten billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.

We offer a variety of financial wellness services like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.

We are fully remote across Canada & the US. ZayZoon was also recognized for its growth in the 2023 Deloitte Technology Fast 500 and top-10 growth companies in Canada by CIX awards. Further, our recent funding extension has raised our Series B funding round to nearly $50 million USD.

Customer Care is a central part of our product and service experience, and as such a strategic strength in our business — critical to our mission. The Customer Care Representative answers customer questions, troubleshoots complex inquiries, and provides education on our products to ensure our customers are well cared for, and well served.

Internally, the Customer Care Representative acts as the “voice of the customer” and is routinely involved in surfacing patterns and escalating feedback used in new product ideation and experimentation. This role works directly with key members across multiple departments including finance, legal, and of course our product, and development teams!

YOUR RESPONSIBILITIES:

• Provide support and guidance to ZayZoon customers via in-app chat, and email
• Act as the initial point of contact, troubleshoot, and escalate sensitive issues to the appropriate internal team
• Work collaboratively with our growth and product teams to provide data, insights and surface questions that help inform our thinking about how to improve what we offer as well as developing new features, products, and support for our customers
• Assist with process improvements within Customer Care
• Participate in building and maintaining Customer Care documentation in the ZayZoon knowledge base
• Assist in staying on top of current technology developments applicable to the team – share your ideas with us! How can we better leverage Bots/AI to improve the customer experience?
• Champion ZayZoon’s mission to provide responsible financial products!

TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO:

• Wants to make a difference through meaningful work and is driven by purpose
• Is passionate about helping others
• Has high emotional IQ and knows how to demonstrate empathy, especially during difficult situations
• Understands how to diffuse customer concerns when things get serious, and when to lighten up the mood with the right emoji (or two)
• Has exemplary organization skills; you’re not easily phased when keeping multiple balls in the air and understand that if everything is a priority, then nothing is a priority
• Is an analytical problem solver that can differentiate between symptoms and root causes
• Adapts quickly to change, and gracefully maneuvers quick pivots to thrive in fast-paced environments
• Self-motivated with the ability to work independently in a remote setting

What You Bring To The Table

• Bachelor’s Degree or 3-5 years of customer service experience or product support
• Exceptional verbal and written communication skills; you excel at providing clear instructions, and articulating feedback for improvements to the user interface and user experience
• Computer savvy self starter who’s comfortable digging into new tools
• Excel at providing clear, transparent and honest feedback of improvements to user interface and user experience
• Strong critical thinking skills to recognize patterns, identify issues, and the steps required to resolve them
• Familiarity with Google Workspace, Slack, or similar tools

Bonus Points if you have

• Experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc.
• Experience with FullStory, Atlassian tools, Hubspot, and/or Metabase
• Experience in financial technology, banking, or payroll/benefits related services

What You Can Expect From Us

Every application will be reviewed by our team – we’re committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you’re always in the loop and will respond to every application.

So go ahead and hit that apply button with confidence, knowing that we’re here for you every step of the way! We can’t wait to hear from you.