Customer Support Representative

About Loop

Loop is a fast-growing FinTech high growth startup that enables businesses to seamlessly manage money around the world so our clients can access more markets, accelerate their growth and simplify their operations with the only truly cross-border banking platform. Loop is enabling the next generation of businesses to thrive around the world and we are looking for ambitious people to join our mission.

About The Role 

Hi, I'm Nik, Head of Operations & Credit Products at Loop and I am hiring a Customer Support Representative. This role is an onsite position at our downtown Toronto office.

Where You Come In

We are seeking a proactive and customer-focused Customer Support Representative to join our team and play a key role in delivering exceptional support to our clients. In this role, you will be responsible for supporting our customers through onboarding, resolving customer inquiries, providing product assistance, and ensuring a seamless customer experience. As the frontline representative of Loop, you will engage with customers to address their questions, provide a delightful experience to both new prospects and existing customers by helping to deliver excellent customer service. In general you’ll find yourself spending roughly 80% of your time working directly with customers & 20% working on projects and tasks to help them (such as documentation, guides etc).

What You'll Be Doing

  • Serve as the first point of contact for customer inquiries via email, phone, and chat channels, providing timely and accurate assistance.

  • Support our customers with any questions or support required while onboarding to our platform. 

  • Troubleshoot technical issues, product inquiries, and account-related questions to resolve customer concerns quickly and effectively.

  • Educate customers on product features, functionality, and best practices to optimize their usage and drive satisfaction.

  • Document customer interactions, including issues reported and resolutions provided, in our CRM system for tracking and reporting purposes.

  • Collaborate with internal teams, including product, engineering, and finance teams, to escalate and resolve complex issues in a timely manner.

  • Identify opportunities for process improvements and contribute to the development of help center articles and process documentation.

  • Monitor customer feedback and trends to identify common pain points and areas for improvement in our products and services.

What We're Looking For

  • 1-2 years of experience in customer support, technical support, or a related role, preferably in the Fintech or financial services industry.

  • Strong customer service orientation with excellent communication and interpersonal skills.

  • Interest in financial services and financial products with an ability to learn technical financial terms and product intricacies

  • Ability to multitask and prioritize in a fast-paced environment while maintaining attention to detail.

  • Proficiency in using customer support tools and CRM systems (we use Salesforce).

  • Technical aptitude and the ability to quickly learn and troubleshoot software applications.

  • Flexibility to work occasional evenings and weekends to support critical customer needs.

  • Passion for Fintech, innovation, and delivering exceptional customer experiences.

It's a Bonus if You Have

  • Experience in Tech, even better in FinTech

  • Experience working with small teams, particularly at start-ups

People You'll Be Working With

What's in it for you?

  • Opportunity to join the operations team in a high-growth fintech startup.

  • Strong support from the Loop team to help achieve your targets.

  • Chance to work in an energetic, fast-paced, and collaborative startup culture.

  • Opportunity to learn and grow in the operations, credit, and business development functional areas as the company expands 

What we offer

  • Salary range CAD$50,000-60,000 base annual, commensurate with experience

  • Equity ranging 0.01-0.1%

  • 3 weeks vacation 

  • Enrollment in group's health benefits after probation period 

Interview Process

  • 30 minutes video call to discuss the opportunity and the organization with Sarah, Chief of Staff

  • 60 minutes in person meeting with 2 team members

  • Take home assignment

  • 30 minutes in person meeting with Nik, Head of Credit Products and Cato, CEO and Co-Founder

  • Background check and offer

How to Apply

To apply for this position, please click apply and submit along with your resume and a brief paragraph about yourself and why you would be the ideal fit for this role.

Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!

Operations and Credit

Toronto, Canada

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