Bilingual Customer Support Representative (Full-Time)

At Shakepay, we’re on a mission to usher in the Bitcoin golden age. We’re reimagining financial services to give every Canadian their fair shake.

Our culture is built around doing work that matters, winning as a team, and celebrating success. If you're the kind of person who values growth, shipping fast, and sharing your ideas openly with a group of like-minded people, come and build with us!

About Shakepay

Since 2015, we’ve been building the Shakepay app to make buying and earning bitcoin fast, easy, and secure. In 2022, we launched the Shakepay Card, allowing shakers to earn bitcoin rewards when they shop. Today, more than one million Canadians use Shakepay to grow their bitcoin savings and take control of their financial future.

We’re regulated across all Canadian provinces and territories, and backed by renowned venture capitalists with a funding of $44M. We have a passionate, loyal, and growing community, and we’re looking for people who want to help us build something truly special.

Full-Time Customer Support Representative

Shakepay has over 1,000,000 shakers (aka, “customers”) who love Shakepay almost as much as they love bitcoin. We are excited for a new customer support representative (CSR) to join the team because that means that even more people can enjoy Shakepay regardless of their preferred language.

We’re looking for someone to join our awesome team in the evenings. You’ll speak to our clients in English and French, answering questions they have about Shakepay and their account. You will listen, diagnose, and resolve all sorts of concerns. Your goal is to consistently provide exceptional service.

Schedule: Evening and weekends are required

What you’ll be doing

• Diagnose issues customers are experiencing with Shakepay
• Have a thorough understanding of our products, features, and processes
• Collaborate with other team members to resolve customer inquiries
• Relay feedback about the customer’s experience to other teams
• Investigate suspicious activity, gather information, and take appropriate actions to prevent fraudulent activity
• Demonstrate care and empathy while engaging with customers
• Engage with customers directly via chat and email
• Attend training sessions and other meetings with the customer support and operations teams
• Communicate and interact with other teams through Slack and Google Meet

Who we’re looking for

• 1-2+ years of experience in a customer support role
• Bilingual in English and French
• Agile problem solver
• Active team player, self-starter, and multitasker
• Effortless communication skills, confident and sensitive to the needs of our users

Bonus points

• Basic knowledge of digital currencies
• Passion for the product and our mission
• You shake every day

Why join us?

• Help shape the future of money: Be part of a team that's revolutionizing financial services in Canada.
• Impact millions: Help us bring Shakepay and Bitcoin to all Canadians.
• Grow your career: We have programs in place to encourage continuous learning, growth, and development.
• Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.

Perks and benefits

• Competitive compensation and stock options: Get rewarded with competitive pay and join our employee stock option plan.
• Health benefits from day 1: Access to comprehensive health and dental coverage.
• Remote-friendly: Work from anywhere in Canada.
• Learning and development: A $2,000 annual budget for courses, certifications, and training.
• Time off: 20 days of vacation per year, with a $1,000 bonus if you use all your vacation.
• Parental leave: Enjoy a parental leave top-up to 100% of your salary for 18 weeks.
• Home office setup: A MacBook and a budget for home office improvements.
• Salary in bitcoin option: Choose to receive your salary in bitcoin.
• Team and company offsites: Opportunities to connect and collaborate in person.

Equal Employment Opportunity

Shakepay does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs.

Fluency in English is required due to the percentage of English-speaking customers.