[Remote] Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. Relay is a digital banking platform that empowers self-made business owners with financial tools and insights. They are seeking a Customer Experience Specialist to support their growing customer base and enhance their customer support engine. Responsibilities 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! Skills 1+ years of experience working in customer support or a customer-facing role Clear, concise and personable communicator both verbally and written Team-first mentality and take opportunities to share learnings and learn from fellow team members Deep empathy for customers and balance being resourceful and direct with customers Fine-tuned prioritization skills to maximize impact Ability to rise to a challenge; can handle change, conflict management, and uncertainty Naturally curious; loves to understand the 'why' behind a problem or question and isn't afraid to dig deep into problem-solving Proactive and finds opportunities to fill gaps and make redundant or outdated tasks into more efficient processes Experience working with customer support tools or ticketing systems (Zendesk or similar) Prior tech start-up experience or worked in a fast-paced environment Proficient in Spanish Company Overview Relay is an online banking platform that puts business owners in complete control of their cash flow. It was founded in 2018, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is