Hybrid Customer Success Agent

at Journey Capital

• Job title: Customer Success Agent
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Montreal, Canada

About the role

• Customer Success Agent supporting post-funding client relationships at Journey Capital, a leading online lender. Ensuring client satisfaction and engagement through proactive communication and support.

Responsibilities

• Own the post‑funding customer experience end‑to‑end, including onboarding, welcome outreach, portal enablement, communication preferences, and access to account documentation.
• Act as the primary non‑sales point of contact across the customer lifecycle, delivering proactive check‑ins that reduce reactive support needs.
• Drive consistent, high‑quality communication that strengthens customer trust and improves NPS.
• Educate customers on effective use of the customer portal functions.
• Clearly explain how customer behavior impacts renewal eligibility, pricing, and future borrowing opportunities.
• Provide guidance and education on risks to long‑term financing health.
• Ensure customers understand available programs and offers in a clear, advisory, non‑sales manner.
• Own the LOC renewal program for open lines not reviewed in 24+ months, including proactive outreach and review initiation.
• Work cross-functionally Risk, Sales, and Collections teams, ensuring alignment and smooth execution.
• Monitor unused or minimally used LOCs, engage customers to assess continued suitability, and surface recommendations to maintain, adjust, or close accounts.
• Manage customer expectations throughout renewal and review processes with transparency and clarity.
• Conduct structured outreach to customers who do not renew to understand decision drivers and retention opportunities.
• Engage customers who refinance or renew with competitors to gather qualitative feedback on offer structure, pricing, and experience.
• Support competitor‑related payout inquiries in a non‑confrontational, informational manner, preserving long‑term relationships.
• Identify recurring themes impacting churn, competitiveness, and repeat borrowing behavior.
• Represent the customer voice internally, identifying experience gaps and friction points.
• Maintain accurate reporting on engagement, renewals, usage, and customer feedback to inform leadership decisions.
• This role will evolve as the business grows.

Requirements

• A customer‑focused approach built on listening and trust.
• Excellent verbal and written communication skills, in French and English.
• The ability to organize, prioritize, and manage multiple files with accuracy.
• Strong professional judgment and a consultative, non‑sales approach.
• Flexibility and adaptability in an evolving environment.
• The ability to collaborate effectively with cross‑functional teams.
• An interest in continuous improvement and representing the voice of the customer.
• A willingness to learn, receive coaching, and grow in the role.

Benefits

• Competitive compensation
• Flexible work schedule
• Remote or in-office work
• $1,500 for professional training and classes
• Free English or French tutoring classes
• Free gym access
• Free coffee & snacks
• Regular events & team building activities