Customer Service Agent ( English

About the role

This remote position for candidates based in Canada centers on owning the end-to-end customer experience for Sezzle users with a high IQ plus a high EQ. You will troubleshoot and resolve inquiries across multiple channels while writing clear, concise instructions that guide consumers through their questions. The role thrives in a dynamic, fast-paced environment within a rapidly growing team, offering abundant prospects for career advancement. You will actively showcase passion for the product nooks and crannies, acting as an advocate for customers and reporting observed areas for improvement. Success in this position depends on driving customer success and solving problems with a fun, genuine, and empathetic voice.

Key facts

What you'll do

Provide clear, prompt, detailed, empathetic, and customer-oriented support to our consumers.

Showcase passion and connection with the nooks and crannies product.

Assist customers to resolve basic to complex inquiries via email, live chat, and phone call.

Build a network of support and trust with our awesome customer support team.

Work with customers to understand how they use Sezzle services, and provide valuable feedback to Product and Development teams.

Act as an advocate for our customers, report and act on observed areas for improvement in our product or processes.

Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.

Maintain detailed records of customer interactions and case resolutions for future reference.

Follow scripts and knowledge base articles while adapting communication to suit individual customer needs.

Monitor customer satisfaction metrics and implement practices that enhance the overall experience.

Identify recurring issues and escalate systemic problems to the relevant departments for resolution.

Support special projects aimed at improving customer service efficiency and quality.

Demonstrate ownership of complex cases from initial contact through successful resolution.

Collaborate cross-functionally to ensure alignment on customer feedback and product improvements.

Requirements

Excellent communication and interpersonal skills are essential for success in this role.

Fluent in written and spoken English is mandatory for effective customer interactions.

Fluent in written and spoken French is required to serve a diverse customer base.

You must possess proven success in a fast-paced support environment to meet performance expectations.

Exceptional verbal and written communication skills ensure clear, articulate and kind customer support in technical instructions via phone support, email, and live chat.

Able to efficiently manage multiple tasks at the same time and utilize personal judgment to take initiative in resolving issues.

Driven to dig into the details of a system or process to solve customer problems accurately and completely.

Displays a passion for what you do while upholding personal and corporate integrity in every interaction.

Excitement to learn new technologies and help customers succeed through continuous improvement.

3+ years of customer support experience is required for this position.

Email, phone and/or live chat experience dealing with complex issues, troubleshooting, and problem resolution, preferably with software is necessary.

Bachelor's degree or an equivalent combination of education and experience is a basic qualification.

Zendesk, LiveAgent or Jira experience is a plus for managing support workflows.

Must work from Canada, can't work outside of the country.

3-4 training weeks are mandatory before handling customer interactions independently.

Full availability first 2 months, no vacations could be approved in this period.

Fixed shift, based in Central Standard Time must be adhered to consistently.

Practical notes

Hours are defined as 3-4 training weeks followed by full availability for the first two months with no vacations approved.

Training is conducted remotely and requires consistent presence during the fixed shift based in Central Standard Time.

Visa requirements are not applicable as the role is restricted to Canadian-based candidates.

Deadlines for the first two months of full availability must be strictly met before considering vacation requests.