Full-Time Customer Support Representative (Bilingual)

Join our small, fiery team on a mission to usher in the Bitcoin Golden Age

About Shakepay

Shakepay is on a mission to usher in a Bitcoin golden age, where Canadians have access to Bitcoin-friendly, secure, and rewarding financial services
When Shakepay launched in 2015, it quickly became one of Canada’s fastest-growing financial institutions
Backed by top venture capitalists having raised $44M+ and trusted by over one million Canadians and counting, Shakepay is reimagining banking for the digital age
People who choose careers at Shakepay are helping shape a future of financial inclusion, opportunity, and prosperity for all Canadians

Full-Time Customer Support Representative (Bilingual)

Bonjour, hi! Here’s a nice word to start things off that’s the same in English and in French: million
Shakepay has plus de 1 000 000 shakers (aka, “customers”) who love Shakepay almost as much as they love bitcoin
Nous sommes very excited for a new bilingual customer support representative (CSR) to join the team because that means that even plus degens aiment le bitcoin et Shakepay regardless of their preferred language
 

We’re looking for someone to join our awesome, tricoté serré team in the evenings
You’ll parlerez à nos clients in English and en français, answering questions they have about Shakepay and their account
Vous écouterez, diagnostiquerez, et resolve all sorts of concerns
Your goal is to consistently provide service that can also be described with one word in both languages: exceptionnel… close enough
Lâche pas la patate, apply now!

Schedule:Sat-Wed

You will:

  • Diagnose issues customers are experiencing with Shakepay
  • Have a thorough understanding of our products, features, and processes
  • Collaborate with other team members to resolve customer inquiries
  • Relay feedback about the customer’s experience to other teams
  • Investigate suspicious activity, gather information, and take appropriate actions to prevent fraudulent activity
  • Demonstrate care and empathy while engaging with customers
  • Engage with customers directly via chat and email
  • Attend training sessions and other meetings with the customer support and operations teams
  • Communicate and interact with other teams through Slack and Google Meet

Actions you’ll take to help the customer:

  • Helping with technical issues like 2FA, Mailgun, Twillo
  • Assisting with KYC (account verification) requests
  • Providing support to customer support trainees 
  • Approving e-Transfer accounts, replay pending e-Transfers

Must have: 

  • 1+ years of experience in a customer support role
  • Adaptability to change
  • Strong attention to detail
  • Excellent written & verbal communication skills
  • Bilingual in English and French

Nice to have:

  • Basic knowledge of digital currencies 
  • Passion for the product and our mission
  • You shake every day

Why join? 

  • Be part of a groundbreaking journey: you’ll live on the frontier of financial innovation
    Bitcoin is rewriting the rules, and Shakepay is at the forefront
  • Impact and scale: with only 2% of Canadians on Shakepay, the potential for growth is massive
    You can help us bring Shakepay and bitcoin to all Canadians
  • Rewarding benefits: we offer competitive compensation (every shaker owns stock options), benefits (health, dental, paramedical, disability, etc), and generous vacation time
  • Embrace continuous learning: ambitious individuals with an insatiable thirst for knowledge will feel at home
    Working at Shakepay means you’ll be working in an environment that encourages constant growth and development
  • Get paid in bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known
  • Work remote: work from anywhere in Canada
    If you’re in Montreal or Toronto, you can also work from our offices

We understand that potential can be just as valuable as experience
If you’re eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply
We encourage applications from everyone, regardless of background and life experience
We’re firm believers that

Please note that while all of our roles are remote, we are a Canadian company and will not be sponsoring visas for this position
You must be eligible to work in Canada to apply

 
Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians

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