Customer Care Specialist

NorthOne

Toronto, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/08/2021
  • Website: northone.com
  • Company Address: , New York, New York

About NorthOne

NorthOne is a mobile-first API-based bank account and mobile app that helps startups and small businesses bank, manage their finances, and integrate all of their financial tools in a simple and intuitive way.

Job Description

We make small businesses more successful through better banking.

Our company is looking for a Customer Care Specialist to join our growing team as we enter a new phase of expansion. We are a Toronto, New York and San Francisco-based, venture-backed, startup at the heart of the FinTech movement that is shaping the way financial services are delivered.

Our product

NorthOne is a mobile, tech-powered bank account built for startups, freelancers, and small/medium-sized business (SMBs). Poor financial literacy has an outsized impact on the costs and failure rates amongst SMBs, and we are on a mission to eliminate these problems. We are more than a banking platform, we are the world-class Finance Department that SMBs could never afford.

Our team

We ❤ amazing customer care. Our Head Of Customer Care helped build out Customer Care at Unata and Instacart. Our COO has worked on brands like Frank and Oak and built product for Supercell, MachineZone, and Trivago. Oh, and our CEO? 5 years at McKinsey working on digital customer experience in financial services. We’re building a product that solves real pain, vs the imagined kind. Feeling it?

WHAT YOU'LL BE DOING

  • Managing customer conversations across our various customer support channels (Intercom, social and outbound phones) to help our customers get the most out of our product
  • Sharing customer product feedback with our product and development teams
  • Iterating or launching on continuous process improvements across our entire customer support function
  • Collaborating with our customer success and product teams to deliver an exceptional customer experience

REQUIREMENTS

Today you might be a Customer Service Representative, Customer Support Agent, Customer Care Agent, Customer Success Specialist or the equivalent in your company...or something that we haven’t heard of yet - we keep an open mind.

The most important characteristic of our Customer Care Specialist is your attitude. We want you to join because you don't see roadblocks, you see opportunities to go the extra mile and delight the customer.

The skills required for this role:

  • You’re a natural communicator and you love diagnosing and solving problems
  • You’re curious and enjoy learning how a product works so you can help your customers get the most out of it
  • You live and breathe customer care and understand how to measure the impact of great customer experiences
  • You’re a pro at Intercom and know it like the back of your hand
  • You have a track record of delighting customers in a Support/Success/Care role at a fast-paced tech company, preferably in B2B/B2C SaaS
  • You know how to connect the dots between departments and stakeholders so everyone benefits from your unique view of the customer

Bonus points:

  • You’re multilingual (Spanish preferred)
  • You’ve worked at a fast growth startup
  • You have an entrepreneurial mindset
  • You geek out over technology and/or FinTech

If you are this close to what we’ve described, but aren’t sure, apply. Let’s figure out together if this is where you could shine.

BENEFITS

Our mission is big and audacious, and we're assembling a team to take the challenge head on. 

As a Customer Care Specialist you'll be joining a team that prioritizes:

  • People: Our company is more than just a business. We’re a band of brothers and sisters supporting each other on our mission to rebuild business banking. We’re really serious about mission, fit, and the people we work with. You’ll be part of a rapidly scaling team that reflects these values and keeps this place special.
  • Diversity: You'll find yourself in an environment that values diversity and inclusivity. Excellence doesn't come in one flavor and neither should we.
  • Leadership: You’re right in the thick of it, making critical decisions that will clear our path forward. 

We offer full health/dental benefits, competitive compensation, and one hell of an adventure.

If you recognize yourself in this job description, let's talk.

NorthOne is proud to be an equal opportunity employer and celebrates diversity. We welcome all applicants regardless of race, colour, gender, age, religion, sexual orientation, disability status or national origin.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.