Customer Support Specialist

3 Weeks ago • All levels

Job Summary

Job Description

The Customer Support Specialist will be responsible for providing exceptional customer service through various channels, including live chat. They will need to empathize with customers, understand their needs, and provide personalized solutions to help them succeed. This involves communicating effectively, explaining complex financial concepts, and utilizing resources to resolve customer inquiries. The role also involves acting as the voice of the customer within the company and collaborating with other teams to ensure a seamless customer experience.

Must have:

Empathy: Ability to understand and remain calm during difficult situations.
Desire to help: Proactive in assisting customers and acting as an internal advocate.
Communication & Technical Skills: Excellent communication and technical abilities.
Resourcefulness: Ability to find information and ask for assistance when needed.
Collaboration: Ability to work effectively with various teams.
Sense of humour: Maintains a positive attitude.

Good to have:

Prior experience in customer service roles can be advantageous.

Perks:

Work From Where You Work Best: Option to work from the Toronto office or remotely.
We Care About Future You: Support for professional growth through learning experiences and mentorship.
We Support the Full You: Investment in health and wellness benefits.
We Take Care of the Fundamentals: Competitive compensation and office perks.

3 skills required

3 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

strategic-financial-management

account-management

Job Details

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.

About The Team:

Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren't alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special - something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!

About The Role:

Reporting to the Customer Support Team Lead you will be responsible for curating a phenomenal customer experience via multiple channels of support, including live chat.

Here's how you will make an impact

Empathy. You can easily put yourself in the shoes of an entrepreneur and have an uncanny ability to remain calm in the face of a storm. When our customers connect with you, they can immediately sense that you understand their needs and care deeply about helping them succeed.
Sincere desire to help. You go above and beyond to make things happen for our customers and act as an inside agent, rather than a gatekeeper. You’re not just happy, you’re genuinely excited to draw upon your own experience and knowledge (combined with that of your team) to problem solve and craft solutions for our customers.
Stellar communication skills and technical savviness. A typical day in the life of a Customer Support Specialist involves connecting with Brave Entrepreneurs over email, live chat, phone and in our online community. The ability to provide our customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services is critical, as is your ability to show you’re a real person rather than a scary robot automation!
Resourcefulness. You know when and where to dig for information, and when to ask for help. We’re an incredibly collaborative team that’s constantly learning from our customers’ experiences and, of course, from each other.
Ability to collaborate. Supporting our customers across the entire Wave platform often requires working with other teams to coordinate a seamless customer experience. Whether it’s your immediate team who can help you get the right answer, or our Account Management and Fraud Prevention teams who must review each customer’s profile, you need to be able to work with all kinds of people and ultimately find a way to make our customers that much more successful.
Sense of humour. A sense of humour paired with resilience will help you tackle every question and make the days fly by.
Connecting with Business Owners over email, live chat, phone and in Wave’s online community. Providing customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services.
Acting as the voice of the customer within Wave is a primary focus.

You'll thrive here if you have:

Prior experience in customer service roles can be advantageous but is not mandatory.
Empathy: The ability to put oneself in the shoes of an entrepreneur and remain
composed during challenging situations is valued.
A sincere desire to help: A commitment to going above and beyond to facilitate customer
needs and functioning as an internal advocate, rather than a gatekeeper, is essential. A
genuine eagerness to leverage personal experience and team knowledge to address
problems and formulate solutions for customers is evident.
Stellar communication skills and technical savviness: Proficiency in communication and
technical aptitude is expected. The capacity to discern when and where to access
information and when to seek assistance is demonstrated.
Collaboration is a key aspect of our team, with a constant exchange of insights from
customer experiences and mutual learning.
Ability to collaborate: possess the ability to work effectively with diverse individuals.
An eagerness to develop and grow in the realm of customer experience and success:
This includes championing new initiatives and potentially progressing into leadership
roles within the team.

At Wave, you’re treated like the incredible human being you are.

Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.

We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.

We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously.

We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!

We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions.

We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.

Are you ready to be a Waver? Join us!

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