Customer Care plays a pivotal role in our commitment to delivering exceptional product and service experiences. The Customer Care Representative plays a crucial role in addressing customer inquiries, resolving complex issues, and offering insights into our products to guarantee top-notch customer satisfaction. Within our organization, the Customer Care Representative serves as the representative of the customer, actively participating in identifying trends and elevating feedback that contributes to the exploration of new product ideas and initiatives. This position collaborates closely with various departments, including finance, legal, and our product and development teams, ensuring seamless communication across the organization.
| Position | Customer Care Representative |
|---|---|
| Location | Remote |
| Country | Canada |
Why Join Our Team
You:
- Thrive in a dynamic role with a fast-paced environment, welcoming the variety each day brings.
- Embrace tight deadlines as an opportunity to make a meaningful impact.
- Possess critical thinking skills, challenging conventional norms, and pushing personal and collective boundaries.
- Seek purposeful work to make a difference and exhibit a strong sense of accountability.
- Initiate innovative solutions, consistently exploring better approaches.
- Grasp the significance of details while understanding the broader perspective.
- Enjoy collaborating in small teams and readily offer support to teammates.
- Aspire to be part of a company that fosters personal and professional growth.
We:
- Form a cohesive team of dedicated individuals who prioritize customers, products, and each other, aligning with our Core Values.
- Recognize the impact of each team member, deriving a sense of purpose from our collective vision.
- Commit to continuous improvement, nurturing personal and organizational growth with supportive leadership.
- Excel in delivering exceptional customer experiences, propelling our business forward.
- Promote a flexible work environment, emphasizing task completion over strict working hours, allowing space for personal needs while ensuring availability for collaboration.
- Consistently demonstrate genuine passion for our work, reflected in ZayZoon’s leading Employee NPS in the tech industry, consistently exceeding 70.
- Cultivate an engaged, high-paced, and results-oriented culture, blending productivity with a sense of enjoyment.
Your Role:
- Offer assistance and advice to ZayZoon customers through in-app chat and email.
- Serve as the initial contact point, addressing and escalating complex issues to the relevant internal teams.
- Collaborate with the growth and product teams, contributing data and insights to shape improvements and new offerings.
- Contribute to enhancing processes within Customer Care.
- Participate in the creation and upkeep of Customer Care documentation in the ZayZoon knowledge base.
- Stay informed about the latest technology developments relevant to the team, and share insights on leveraging Bots/AI for enhanced customer experiences.
- Advocate for ZayZoon’s mission to deliver responsible financial products.
To Thrive In This Position, You Should:
- Be dedicated to making a positive impact through meaningful work and be motivated by a sense of purpose.
- Possess a strong passion for assisting others.
- Exhibit a high emotional intelligence, showcasing empathy, especially in challenging situations.
- Understand when to address serious customer concerns and when to inject humor appropriately, perhaps with the right emoji.
- Demonstrate exceptional organizational skills, capable of managing multiple tasks simultaneously without getting overwhelmed, recognizing that if everything is a priority, nothing is a priority.
- Be an analytical problem solver, able to distinguish between symptoms and root causes.
- Quickly adapt to change and navigate rapid pivots effectively, thriving in dynamic environments.
- Be self-motivated, capable of working independently in a remote setting.
Key Qualifications:
- A Bachelor’s Degree or 3-5 years of experience in customer service or product support
- Exceptional verbal and written communication skills, with the ability to provide clear instructions and articulate feedback for improving the user interface and experience
- A self-starter with strong computer skills, comfortable exploring new tools
- Proficiency in recognizing patterns, identifying issues, and determining the necessary steps for resolution
- Familiarity with tools like Google Workspace, Slack, or similar applications
- BONUS POINTS IF:
- You possess written communication skills in a second language (Spanish preferred)
- You have experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc.
- You have familiarity with tools like FullStory, Atlassian, HubSpot, and/or Metabase
- Experience in financial technology, banking, or services related to payroll and benefits.
Our Core Values
Our Core Values serve as the guiding principles that shape our team’s culture. We celebrate instances where these values are embodied through actions, making them the foundation of our interactions with team members, partners, and customers. Do you resonate with our Core Values?
- Hustle – Take ownership and elevate it to the next level.
- Trust – Uphold integrity and do what is right.
- People Driven – Create a positive impact on others.
- Mastery – Possess a thirst for knowledge and continuous improvement.
