Who you are

• 1+ years of experience in a customer support
• Adaptability to change
• Strong attention to detail
• Excellent written & verbal communication skills
• Experience in other operational roles
• Bilingual
• Basic knowledge of digital currencies
• You shake every day!

What the job involves

• Are you passionate about supporting customers and tackling tasks with finesse? The role is about creating a seamless experience for our customers. You have a detail oriented mindset, a passion for helping and you thrive in ensuring accuracy and consistency, turning routine tasks into a symphony of efficiency. If this sounds like you, the support team is looking for you
• Diagnose issues customers are experiencing with Shakepay
• Communicate clearly and thoughtfully with our customers
• Have 1+ year of experience in customer support
• Have a thorough understanding of our products, features, and processes
• Collaborate with other team members to resolve customer inquiries
• Relay feedback about the customer’s experience to other teams
• Assist with KYC (account verification) requests
• Review documents submitted for customers to regain access to their account
• Demonstrate care and empathy while engaging with customers
• Engage with customers directly via chat and email
• Attend training sessions and other meetings with the customer support and operations teams
• Communicate and interact with other teams through Slack and Google Meet
• Approving e-Transfer accounts, replay pending e-Transfers
• Execute various types of actions to ensure the proper flow of crypto transactions
• Identify and escalate unusual account activity to the fraud or compliance teams
• We expect people in this role to be available for 20 hours per week for the first 4-6 weeks of the contract
• After the first 4-6 weeks, we will offer shifts based on capacity needs
• You will be scheduled for a minimum of 8-12 hours per week
• More shifts will be available based on coverage and capacity needs
• Shifts may end as late as 12:00am EST
• Helping with technical issues like 2FA, Mailgun, Twillo
• Assisting with KYC (account verification) requests
• Providing support to the customer

Benefits

• Equity benefits: We believe everyone at Shakepay should benefit from building a generational company, so every shaker owns stock options
• Get paid in bitcoin: You can choose to take a percentage of your salary in bitcoin. Whether you opt for some or none, the choice to be paid in the hardest, soundest money the world has ever known is yours
• Remote friendly: With a flexible schedule, you can work on your own time, from home or anywhere. And if you're close by, you’re welcome to work in our Montreal or Toronto offices whenever you want. Being a remote-first company is awesome, but there’s value in spending time with your teammates and deepening these bonds. So, each shaker is entitled to 15 days of travel and accommodation to any Canadian city each year, covered by Shakepay
• Generous vacation: Time off is essential, and we highly encourage it. We trust you to take as much as you need, when you need it. Every team member is expected to take at least 20 days of vacation each year. To help make sure you do, after taking 20 days, shakers receive a $1,000 bonus to put towards their next vacation
• Insurance coverage: We offer health, dental, paramedical, disability, life, and travel coverage so you're always at your best. On top of our insurance coverage, all shakers also get access to a health and wellness spending account
• Personal development: It's a marathon, not a sprint. We're here to help you define and hit your personal career goals so that you can get where you want to be. To support our team, every shaker gets a $2,000 yearly budget to spend on learning and development
• Working from home: Working from home should be comfortable. Every shaker gets $1,200 to spruce up their home office and a monthly stipend for home and internet expenses
• Self-sovereignty: The path to self-sovereignty means being in full control of your coins. We offer a budget for shakers to get a self-hosted wallet and to build a self-hosted node