Customer Operations Associate I

Role overview Handle complex and escalated customer questions for financial products, mainly through email with occasional phone support. You will investigate cases, explain outcomes clearly and work with partner teams to improve service quality, resolve recurring issues and support new product changes.

Responsibilities - Resolve escalated customer enquiries across communication channels, primarily by email and sometimes by phone. - Investigate a range of account and financial product issues, applying product knowledge and sound judgment. - Maintain professional, empathetic communication and meet quality standards while building positive customer relationships. - Manage schedules and email queues independently, balancing productivity with accuracy and service quality. - Work with other teams to analyse and resolve complex cases, identify trends and suggest improvements to processes or product features. - Contribute to training, new product launches and ad hoc projects; prepare meeting notes, procedural updates and other documentation.

Requirements - Have 1–3 years of experience supporting customers across channels such as phone, email or chat. - Be proficient in both English and French, with strong written and verbal communication skills. - Be willing to support evening, weekend and public holiday operations. - Work independently in a remote setting and adapt to a fast-changing environment. - Demonstrate analytical thinking, attention to detail, organisation, follow-through and the ability to manage competing priorities. - Be comfortable using performance indicators to assess and improve work.

Nice to have Experience in financial services, familiarity with Mac and Google Workspace, or an interest in coaching, quality monitoring and specialised operations.

Benefits and work setup The role is remote-first within the country of employment, with occasional office work possible and an in-person onboarding experience. The listed package includes health coverage for employees and dependants, monthly technology and wellness stipends, flexible time off, holiday calendars and an employee stock purchase plan. Visa sponsorship is not available.