About the job
At Relay, we are revolutionizing the way self-made business owners manage their finances. Our digital banking platform empowers entrepreneurs by providing them with the clarity, confidence, and control they need to optimize their hard-earned dollars. By replacing financial uncertainties with real-time visibility, we help transform stress into strategic insights that fuel robust and resilient business growth.
As we embark on an exciting growth phase, we are eager to expand our team of Customer Experience Specialists. This role offers a unique opportunity to support our expanding customer base while becoming an expert in Relay's offerings and the Fintech landscape.
Joining Relay means contributing to impactful solutions with the potential to serve 29 million small businesses across North America. If you're passionate about growth and dedicated to solving real customer challenges, we would love to hear from you!
Note: Working hours are Monday to Friday from 9:00 am - 5:30 pm PST, with potential changes based on business needs. We seek individuals who are flexible and willing to work during Canada/US statutory holidays.
Key Responsibilities
Assist and engage customers via phone and email with empathy, professionalism, and a proactive approach.
Enhance the customer experience by forging meaningful connections that go beyond surface interactions, demonstrating genuine interest in their needs.
Collaborate with Engineering, Risk, Product, and other teams to troubleshoot and resolve customer issues swiftly.
Take ownership of our public support knowledge base, creating and updating articles that provide customers with actionable solutions.
Analyze customer interactions to gather insights that drive product and process enhancements.
Work closely with Marketing, Product, and Engineering on customer pilots and feature launches.
Who You Are
You possess at least 1 year of experience in customer support or a customer-facing role.
You are an articulate communicator, able to convey information clearly and build rapport with customers.

