Customer Support Specialist

**Our Journey at Keep**:
At Keep, we embarked on a mission started by 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 our dedicated team at Keep as a Customer Support Specialist, where your exceptional communication skills and problem-solving abilities will be crucial in ensuring our customers receive the highest level of support and satisfaction. You'll play a key role in resolving inquiries and issues promptly and effectively, contributing to the overall success of our customer service initiatives.
- Utilize your expertise to effectively resolve customer issues, ensuring their concerns are handled with the utmost care and efficiency.
- Offer comprehensive product support and training to customers, guiding them through the features and functionalities of our innovative fintech solutions.
- Collaborate closely with cross-functional teams, fostering a customer-centric approach and ensuring that customer feedback is effectively communicated and addressed.
- Identify and escalate technical issues to the appropriate teams, working diligently to ensure prompt resolution and customer satisfaction.
- Actively contribute to the continuous improvement of customer support processes and procedures, advocating for enhancements that streamline customer interactions and elevate the overall support experience.

**Who You Are**:

- You have 1-2 years of experience in customer support, ideally within the fintech or startup industry, demonstrating your understanding of the unique needs and demands of this dynamic sector.
- Your exceptional communication skills, both written and verbal, enable you to effectively engage with customers and provide comprehensive support.
- Strong problem-solving skills and the ability to work independently empower you to handle customer issues with confidence and efficiency.
- Your familiarity with CRM systems and various support tools allows you to navigate customer interactions seamlessly and ensure a streamlined support process.
- Detail-oriented and dedicated to delivering high-quality work, you consistently strive to exceed customer expectations and provide unparalleled support.
- Your 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.

**Why You Should be Excited About This Role**:

- Shape the future of Canadian fintech with a key role in our transformative mission.
- Drive data strategies and initiatives, contributing significantly to our growth trajectory.
- Join a dynamic team of passionate professionals making a lasting impact in the fintech landscape.
- Work with a dedicated crew that values innovation, collaboration, and continual growth.
- Influence how businesses perceive and utilize cross-border banking solutions in Canada.

**Why Join Keep?**:

- We're obsessed with investing in data-driven solutions and cutting-edge technologies.
- Be a part of a team that's rewriting the playbook for the Canadian fintech industry.
- Data is the fuel for our growth engine, and you'll be in the driver's seat shaping our data strategies.
- Embrace a fully inclusive and 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-wins-the-race kind of person, our fast-paced, dynamic environment might be a bit of a rollercoaster.
- Given the nature of our industry and our rapid growth, ambiguity, and uncertainty are all part of the ride. If you prefer clear-cut structures or roles, you might find our dynamic environment a bit too adventurous.
- Collaboration is the heartbeat of Keep, and if you prefer to work in your own little bubble without engaging with the wider team, you might find our approach to teamwork a tad unconventional.

**What’s the Interview Process Like?**:

- Initial People Screening to understand your experience and ensure a cultural fit.
- Get on a call with Thomas, our startup master and Operations Lead
- Dive into an Exercise and Presentation, where you'll showcase your skills through a compreh