Role in brief
Newton is a crypto trading platform for Canadians. The Customer Success Representative will support users by resolving inquiries and fostering strong relationships in a remote setting. Ideal candidates are adaptable, tech-savvy, and passionate about customer support.
About the role
Newton is transforming crypto trading for Canadians, aiming to empower users with the knowledge and tools to achieve financial freedom. As a Customer Success Representative, you will play a crucial role in guiding customers through the onboarding process and providing ongoing support to enhance their experience.
You will work within a remote team that values collaboration, integrity, and continuous improvement. Your responsibilities will include engaging with customers through live chat, managing support tickets, and advocating for user feedback to help improve the Newton platform. Success in this role means building strong customer relationships and ensuring user satisfaction.
Skills that matter here
- customer service experience: This role requires experience in providing support in a contact center or service environment.
- communication skills: Strong reading, writing, and verbal communication skills are essential for engaging with customers effectively.
- adaptability: You need to be able to adapt to new processes in a fast-paced environment.
- tech-savviness: Being comfortable with technology and having excellent typing skills is important for managing live chat support.
- problem-solving: Resourcefulness in finding solutions is crucial, especially when clear paths are not evident.
Who this role suits
- Enjoys engaging in genuine conversations and providing support to others.
- Thrives in a collaborative and dynamic team environment.
- Eager to learn about cryptocurrency and adapt to new challenges.
- Values continuous growth and sees challenges as opportunities.
From the employer
- Guiding our customers through the process of signing up for our services, performing identity verification and other screening checks, as required
- Adhering to a daily schedule of help desk support through live chat
- Engaging in human conversations with our customers to identify and resolve issues
- Ensuring users have a quick response time by staying on top of assigned tickets, with same-day ticket review
- Advocating for customers and the Newton app by communicating with stakeholders to provide customer feedback, bug reports, and other information that will help them to improve Newton in the future
- You have experience providing customer service in a contact centre, retail, or service environment
- Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment
- Tech-savvy with excellent typing skills
- Have strong reading, writing and communication skills
- Proven track record of being incredibly resourceful and finding solutions even when there is no clear path
- You have a willingness to learn all about cryptocurrency and trading, care deeply about people support, and enjoy having genuine human conversations
- You are committed to continuous growth and learning. You understand that every challenge is an opportunity, and you get excited about learning new things
- Available to work scheduled shifts on weekdays and weekends
- At Newton, we celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
- We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Questions about this role
Is this position remote?
Yes, this role is fully remote.
What kind of experience is required?
Experience in customer service, such as in a contact center or retail environment, is required.
How can I apply for this role?
You can apply through the Newton website.
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