Customer Support Representative

Our Journey at Keep

At Keep, we embarked on a mission with a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology?

This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role

Join us at Keep as a Customer Support Representative, where your exceptional communication skills and problem-solving abilities will be vital in ensuring our customers receive the highest level of support and satisfaction. In this role, you’ll resolve inquiries and issues promptly and effectively, contributing to the overall success of our customer service initiatives while helping customers navigate our innovative fintech solutions.

Who We’re Looking For

• You have 1-2 years of experience in customer support, ideally within the fintech or startup industry, demonstrating an understanding of this dynamic sector.

• Exceptional communication skills, both written and verbal, enabling you to effectively engage with customers and provide comprehensive support.

• Strong problem-solving skills and the ability to work independently, empowering you to handle customer issues confidently and efficiently.

• Familiarity with CRM systems and various support tools, allowing you to navigate customer interactions seamlessly.

• Detail-oriented and dedicated to delivering high-quality work, always striving to exceed customer expectations.

• A passion for fintech and the financial industry drives your commitment to delivering exceptional customer service and contributing to the success of our innovative financial solutions.

Key Responsibilities

• Respond to Customer Inquiries: Engage with customers via email, chat, and phone to provide timely and helpful assistance in addressing their needs.

• Resolve Customer Issues: Leverage your expertise to effectively handle customer concerns, ensuring prompt and efficient resolutions.

• Offer Product Support and Training: Guide customers through the features and functionalities of our fintech solutions, helping them make the most of our products.

• Collaborate Across Teams: Work closely with cross-functional teams to foster a customer-centric approach and ensure that feedback is communicated and addressed.

• Escalate Technical Issues: Identify and escalate technical concerns to the appropriate teams, ensuring prompt resolution and customer satisfaction.

• Continuous Improvement: Actively contribute to the improvement of support processes, advocating for changes that streamline interactions and enhance the customer experience.

Why You Should be Excited About This Role

• Play a key role in shaping the future of Canadian fintech through your involvement in transformative customer service initiatives.

• Be a part of a dynamic, passionate team that’s making a lasting impact in the fintech landscape.

• Work in a supportive and collaborative environment that values innovation, continual growth, and high-impact contributions.

• Influence how businesses perceive and utilize cross-border banking solutions in Canada.

• Join a mission-driven company that values customer success as a cornerstone of our growth strategy.

Why Join Keep?

• We’re focused on investing in data-driven solutions and cutting-edge technologies.

• Be part of a team that’s rewriting the playbook for the Canadian fintech industry.

• Data is the fuel for our growth, and you’ll be shaping our customer success strategies from the driver’s seat.

• Embrace a fully inclusive, remote-friendly company culture that values diversity and work-life balance.

• Help us bring modern banking solutions to businesses, reshaping the banking experience for our customers.

Why This Might Not Be a Good Fit

• If you’re a stickler for a highly structured environment with constant hand-holding, you might find our culture of autonomy and trust a bit different.

• If you’re more of a slow-and-steady type, our fast-paced, dynamic environment might feel overwhelming.

• Our industry’s rapid growth brings ambiguity and uncertainty—if you prefer clear-cut structures or roles, you might find our dynamic environment a bit too adventurous.

• Collaboration is the heartbeat of Keep—if you prefer to work independently without much interaction, our team-centric approach might feel unconventional.

What’s the Interview Process Like?

1. Initial screening with our AI Platform–TalentLlama (15 min)

2. Chat with Bash from our People Team (30 min): Let’s start by getting to know you! This initial conversation will focus on your background, experience, and how well you align with the role and our culture.

3. Copy Challenge: Put your copywriting skills to the test! This task will evaluate your ability to craft clear, customer-focused messages that align with our brand tone and style.

4. Meet Andy, Customer Support Team Lead (45 min): Dive into a deeper discussion about the role with Andy, our Customer Support Team Lead, to explore role-specific expectations and responsibilities.

5. Project Discussion (60 min): Showcase your skills by completing a practical project. This will highlight your expertise, problem-solving abilities, and approach to customer support.

6. References

7. Offer 🎉

Want to Learn More?

Head over to our webpage to discover more about us. Take a peek at our Glassdoor profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn page and learn about our values and benefits on our career page.

Commitment to Diversity and Inclusion

Keep provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.