Customer Support Specialist

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can’t live without.

Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren’t alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special – something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!

Reporting to the Customer Support Team Lead you will be responsible for curating a phenomenal customer experience via multiple channels of support, including live chat.

Here’s how you will make an impact

• • Empathy. You can easily put yourself in the shoes of an entrepreneur and have an uncanny ability to remain calm in the face of a storm. When our customers connect with you, they can immediately sense that you understand their needs and care deeply about helping them succeed.
  • Sincere desire to help. You go above and beyond to make things happen for our customers and act as an inside agent, rather than a gatekeeper. You’re not just happy, you’re genuinely excited to draw upon your own experience and knowledge (combined with that of your team) to problem solve and craft solutions for our customers.
  • Stellar communication skills and technical savviness. A typical day in the life of a Customer Support Specialist involves connecting with Brave Entrepreneurs over email, live chat, phone and in our online community. The ability to provide our customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services is critical, as is your ability to show you’re a real person rather than a scary robot automation!
  • Resourcefulness. You know when and where to dig for information, and when to ask for help. We’re an incredibly collaborative team that’s constantly learning from our customers’ experiences and, of course, from each other.
  • Ability to collaborate. Supporting our customers across the entire Wave platform often requires working with other teams to coordinate a seamless customer experience. Whether it’s your immediate team who can help you get the right answer, or our Account Management and Fraud Prevention teams who must review each customer’s profile, you need to be able to work with all kinds of people and ultimately find a way to make our customers that much more successful.
  • Sense of humour. A sense of humour paired with resilience will help you tackle every question and make the days fly by.

You’ll thrive here if you have:

• • A deep passion for creating extraordinary experiences for our customers and acting as the voice of the customer throughout Wave. Prior experience in customer service roles is helpful, but not required.
  • An eagerness to develop and grow in the world of customer experience and success, be it championing new initiatives or growing into team leadership positions.

What You Can Expect From Wave’s Recruitment Team:

• • We acknowledge you. We will review and respond to every application, whether you are selected for an interview or not.
  • We are here for you. We will coach and support you through your recruitment process to help you prepare for every step of the way as best as we can – your success is our success.
  • We respect your time. We will do our best to review applications quickly, run multiple interviews on the same day, and follow up in a timely manner.
  • We help you grow. We will gladly provide feedback if you ask us, because whether you join our team or not, we hope this will be a positive and valuable experience for you.
  • We listen to you. We will also welcome your feedback, and we will take your suggestions to heart, so that we continuously provide the absolute best candidate experience.