Customer Success Representative - Canada Wide - Remote

Role overview

Help customers use a digital platform for cryptocurrency trading by answering questions, resolving account and service issues, and making each interaction clear and supportive. The work combines live chat and ticket handling with onboarding guidance, identity verification support, and sharing customer feedback with internal teams. The role is remote across Canada and includes scheduled weekday and weekend shifts.

Responsibilities

- Guide customers through signup, identity verification, and any required screening steps. - Provide help desk support through scheduled live chat shifts. - Hold thoughtful conversations to understand customer needs and resolve problems. - Review assigned tickets promptly and work toward same-day ticket review. - Share customer feedback, reported bugs, and other useful observations with relevant stakeholders.

Requirements

- Customer service experience in a contact centre, retail, or another service environment. - Ability to adapt to changing processes while maintaining accuracy in a fast-paced setting. - Comfort with technology and strong typing skills. - Clear reading, writing, and communication skills. - Resourcefulness in finding solutions when the next step is not immediately clear. - Willingness to learn about cryptocurrency and trading, and to work scheduled weekday and weekend shifts.

Benefits and work setup

- Remote work across Canada with a geographically distributed team. - The workplace welcomes applicants from varied backgrounds and can provide reasonable accommodations during the application process.