Customer Service Representative providing support for clients and their pets at a veterinary clinic. Managing appointments, addressing inquiries, and ensuring a positive customer experience.
About the role
- Customer Experience Specialist engaging with small business customers in empathetic support via phone and email. Collaborating across departments to resolve issues and improve customer experience.
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 our public support knowledge base by creating and updating articles that equip our 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!
Requirements
- You have 1+ years of experience working in customer support or a customer-facing role
- You are a clear, concise and personable communicator both verbally and written
- You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
- You have deep empathy for customers and balance being resourceful and direct with customers
- You have fine-tuned prioritization skills to maximize your impact
- You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
- You are naturally curious, you love to understand the “why” behind a problem or question and aren’t afraid to dig deep into problem-solving
- You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
- You have experience working with customer support tools or ticketing systems (Zendesk or similar) (Bonus)
- You have prior tech start-up experience or worked in a fast-paced environment (Bonus)
- You are proficient in Spanish (Bonus)
Benefits
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
- Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
- Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
- Hybrid work environment: we value meaningful collaboration and connection at our Vancouver (WeWork) office three days a week, with lunch, snacks, and beverages on us.
- Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
- Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
- Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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