Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with moneyâbringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.
Relay is entering an exciting new chapter of growth. Weâre looking to expand our team of Customer Experience Specialists to help us scale our Customer Support engine. This is a unique opportunity to support our growing customer base and become a product knowledge expert in all things Relay and Fintech.
Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you!
Note: Working hours are Monday to Friday from 9:00 am - 5:30 pm PST (hours may change based on business needs). We are looking for people who have flexibility and are open to working Canada/US statutory holidays.
What You'll Be Doing
Engage and support customers via phone and email in an empathetic, professional and proactive manner
Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!
Who You Are
You have 1+ years of experience working in customer support or a customer-facing role
You are a clear, concise and personable communicator both verbally and written
You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
You have deep empathy for customers and balance being resourceful and direct with customers
You have fine-tuned prioritization skills to maximize your impact
You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
You are naturally curious, you love to understand the âwhyâ behind a problem or question and arenât afraid to dig deep into problem-solving
You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Bonus Points
You have experience working with customer support tools or ticketing systems (Zendesk or similar)
You have prior tech start-up experience or worked in a fast-paced environment
You are proficient in Spanish
The Interview Process
Stage 1: A 30-minute Google Meet video call with the Director, Customer Experience
Stage 2: A 45-minute Google Meet video call with the Customer Experience Managers
Stage 3: A take-home case study followed by a 45-minute Google Meet video call with our team
Stage 4: A 45-minute Google Meet video call with a member of our Leadership team
Our Compensation Approach
We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.
The annual salary range for this role is $55,800 CAD to $68,200 CAD.
For candidates who demonstrate full readiness for the defined scope of the role, the typical starting salary is $62,000 CAD. Offers below this point reflect candidates we believe can grow into the full scope of the role with support and development. Offers above this point reflect impact that meaningfully exceeds the roleâs defined expectations or an expanded scope from day one.
We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub.
Why Relay Might Be the Perfect Fit For You
You push relentlessly for reinvention: Youâre built to constantly ask, âHow can this be better?â Change excites you and you drive it.Â
You crave autonomy: We trust our team with big challenges and the freedom to solve them. If youâre someone who takes initiative, is comfortable taking risks, and seeks input when needed, youâll find the freedom here empowering.
You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.
You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. Youâre excited about stepping into the unknown and navigating new terrain to create something better alongside your team.Â
You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself.Â
Youâre energized by complexity and ambiguity: You enjoy tackling problems that donât come with a playbook. Youâre comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.
You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results â together.
Youâre here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.
Whatâs Important to Us:
Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, weâd love to hear from you and figure out together if itâs a great fit.
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.
Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check & employment verification through Certn.
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