Evening Customer Support Representative - Bilingual

Evening Customer Support Representative

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 2-10 pm ET

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

You will get:

• Potentially life-changing stock options. We believe everyone at Shakepay should have the financial upside for building a generational company
• Remote-friendly work environment: work from anywhere in Canada. If you're in Montreal, you can work from the office
• Generous vacation time: we think time off is essential, and highly encourage it
• Personal development: we're here to help you define and hit your personal career goals so that you can get where you want to be
• Continued learning: every Shaker gets a yearly budget to spend on learning
• Employer-covered group insurance: health, dental, paramedical, disability and travel coverage to ensure you're at your best
• Get paid in Bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known
• A collaborative and friendly team: we succeed together and we have fun doing it
• MacBook: company-issued laptop to make sure you're doing your best work
• Equipment stipend: every Shaker receives a stipend to use toward setting up their home office

About Shakepay: