Customer Experience Specialist, Phone Support



Customer Service
Toronto, ON, Canada
Posted on Saturday, June 10, 2023
Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.
Relay is entering an exciting new chapter of growth. We’re looking to expand our team of Customer Experience Specialists to help us scale our Customer Support engine. This is a unique opportunity to support our growing customer base and become a product knowledge expert in all things Relay and Fintech.
Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you!
Please note: We are a hybrid environment and choose to collaborate in the office twice a week. Working hours are Monday to Friday from 9:00 am - 5:30 pm EST (hours may change based on business needs). We are looking for people who have flexibility and are open to working Canada/US statutory holidays.

What You'll Be Doing:

  • Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional and proactive manner. You'll be trained on email support to provide flexibility within the department, but phone will be the main means of communication
  • 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!

Who You Are:

  • 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

Bonus Points:

  • You have experience working with customer support tools or ticketing systems (Zendesk or similar)
  • You have prior tech start-up experience or worked in a fast-paced environment
  • You are proficient in Spanish
  • Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don't have all the listed qualifications, we encourage you to apply anyway!

Our Commitment To You:

  • 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 Toronto office twice 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 with industry leaders.
  • We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take changes, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. We give you the baton–you run the Relay.

The Interview Process:

  • Stage 1: A 30-minute Google Meets video call with a member of the Talent team
  • Stage 2: A writing sample about customer experience
  • Stage 3: A 45-minute Google Meets video call with two members of the Customer Experience team
  • Stage 4: A 30-minute Google Meets video call with a member of the Leadership team
What’s Important to Us:
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your People Team contact, and we will work with you to meet your needs.