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Company | Float |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-25 |
Posted at | 9 months ago |
About Float
- The voice of our customers working closely with other teams to improve the experience of existing and future customers
- Working directly with the best customers in Canada - our customers are senior financial executives and leaders from successful, well known small to medium sized companies across Canada!
- Relied upon to develop processes and help features that surprise and delight our customers
- Handling complex issues, customer challenges and submitting valuable new feature requests
- Collaborate on internal knowledge playbooks (in Notion) and external-facing help center (on Zendesk) and regularly update and audit databases based on business need
- Document and track customer issues and resolutions using reporting and analytic tools (Zendesk and Hubspot)
- Propose solutions to customer issues and collaborate with sales, engineering and product to implement them
- Work on special projects cross-collaboratively to help work towards our company mission
- Act as a spokesperson for customers before major releases anticipating specific user-impacting issues
- Deliver award-winning product support, product education, and bespoke solutioning for our customers that is exceptional, courteous, and on-brand - we are not a bank, our interactions are human, empathetic, and memorable. We want customers to think, “wow, that was a world-class experience!”
- Troubleshoot and resolve technical issues over chat, email, and phone
- Manage and prioritize incoming customer inquiries
- Action and summarize insights from trends
- You love solving complex problems. You are energized by helping each unique customer find solutions, especially when the answers aren’t straightforward and you love troubleshooting technical issues (ideally with financial systems like Xero, Quickbooks, NetSuite, Sage to name a few)
- You’re flexible and reliable. This role will require you to work evenings and weekends in addition to day shifts and respond to inquiries at the drop of a hat, so being flexible with your availability and being a dependable teammate is an absolute must
- You’re customer-obsessed. You have proven experience in a customer-facing role, SaaS, retail or hospitality, and are known as the best of the best - every interaction you have is empathetic, solutions focused and anticipates future customer needs
- You’re an owner. You aren’t waiting for someone else to tell you what to do, you have excellent judgment, you get into the details (no task is too small), you work with a sense of urgency, always
- You’re a clear and empathetic communicator. This role requires strong written and verbal communication skills. You are quick to respond, a fast-typer, are able to summarize and document customer issues in a succinct and clear manner, + you are an incredible cross-functional communicator sharing time sensitive and important information with other teams internally
- You prefer a slow pace and aren’t an “all in” person
- You need a playbook of answers for every problem
- You aren’t prepared to always provide exceptional customer experiences
- You prefer working on tasks and projects one at a time versus juggling multiple tasks at once
- You love routine and having a predictable day-to-day schedule
- You aren’t super passionate about helping Float build the best corporate card and spend management platform in Canada
- You are uncomfortable with change or pivoting on the fly
- Competitive coverage of medical, dental and vision insurance for employees
- Competitive compensation
- Education & learning stipend for personal growth and development
- Flexible vacation time
- Work from home stipend to help you succeed in a remote environment
- Small team = lots of autonomy
- You'll get a personal Float card
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