Customer Support Specialist - Jobs in Halifax, NS

Job Description

Trolley is the payouts platform for the internet economy. Our vision is to unlock the collective economic opportunity of the internet – for everyone – by building a truly global payouts ecosystem. Through our powerful platform and API, Trolley enables businesses to reach workers from all corners of the world and offer creators, on-demand workers, and suppliers the ability to bring their specialized talents to a global market. Businesses use Trolley to automate and manage payouts, collect recipient tax and banking information, and mitigate fraud and risk. The payouts solution of choice for hundreds of businesses, Trolley has made payouts to over 1.1 million different musicians, artists, makers, vendors, and suppliers around the world.Trolley is growing quickly and we are hiring for a full time Customer Support Specialist to join our Customer Support team. The chosen candidate will be reporting to the VP of Treasury and Payments. Your main role will be to support our customers when they have questions, through email, live chat, phone, and Slack. We’re looking for a dynamic, highly personable, motivated, and resourceful Customer Support Specialist to join our talented team. Our customers love our platform and service, you can see for yourself here: https://www.capterra.com/p/179294/Payment-Rails/#reviewsWhat you will be doing for our customers :

• Provide outstanding customer service by assisting customers with their inquiries and questions.
• Provide general information about Trolley’ products and services.
• Deliver a world-class customer experience to our customers.
• Build strong relationships with our customers.
• Guide and educate customers utilizing various self-help options and articles.
• Collaborate with CSM and engineering teams and other internal stakeholders to help customers resolve issues they are facing.
• Listen carefully to customers and ask the right questions to recommend the best possible solution.
• Show empathy and adopt a positive attitude that will reassure customers and provide a high level of satisfaction.

What you will be doing with the Trolley Team:

• Lead and manage a growing team of Customer Support Specialists serving a global B2B customer base
• Develop Customer Support Specialist to be product knowledge experts and to provide a consistently super high quality level of support at all times.
• Measure Customer Engagement by tracking how our customers are using the product and provide this information to our teams so that we can better serve our customers Measure Customer Satisfaction by tracking their NPS scores and feedback
• Work closely with customers to: Develop and implement best practices for serving our customers that will reduce churn rates to an absolute minimum.
• Youll be a champion for the customer in internal discussions and help identify feature requests and bug fixes.
• Possible shift work

Who you are :

• Minimum of 2-3 years experience in a Customer Support/Service, or an Account Management role.
• Outstanding command of the English Language - written and spoken. You will be able to articulate with superb customer communication skills, both over the phone, in chat, and via email.
• Experience in working with SaaS business/enterprise applications
• Experience in working within SLA’s and in achieving tight KPIs.
• Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment.
• Experience using a support CRM system, such as Salesforce, Intercom. (Salesforce experience is an asset).
• Comfortable with Google Apps (Gmail, docs, calendars, sheets).
• Confident and proactive team player. You will also be self-motivated and able to think on your feet when dealing with customers.
• Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
• You are passionate about software and online apps.
• You are a proven collaborator and team player who can easily liaise with different levels and departments both externally with customers and within Trolley.
• Most importantly, you care about solving our customer problems for them.

Interested What we offer:

• Competitive salary and meaningful equity.
• Join an amazing team of diverse people working together on a common mission.
• Extended Healthcare benefits including dental, vision, LTD, etc.
• 4 weeks paid vacation per year + public holidays.
• Pension Plan.
• Gym Membership allowance.
• 1/2 day Fridays during summer.
• Central modern office, close to public transport (near Atwater metro).
• Choice of the tools you need to do your best.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Quick Apply

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