User Success Agent, Tier 2 - Remote

Overview

We’re on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We’re a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians.

In Short

• You will be one of the main points of contact for the KOHO BPO team, responding to questions and providing feedback to ensure their success.
• You will monitor and answer agents inquiries via slack and our messaging platform, Intercom.
• You will be the second point of contact for users if our BPO is not able to solve the issue.
• You will monitor the funds loading process.
• You will contribute to regular brainstorm sessions on how KOHO can make our users’ experience even better.
• You will report any bugs or crashes to our tech team and communicate to the user on our progress.
• You will encourage users to provide any feature requests on our public Canny board.
• You will facilitate phone calls when a ticket can’t be solved over chat or email.
• You will respond to users via various Social Channels.
• Other duties as needed generally associated with a call center tier 2 role.

Requirements

• You have prior experience in customer service, user success, and/or client services (minimum 2 years).
• You are comfortable working outside of the traditional 9-5 work schedule.
• You have experience with customer messaging platforms such as Intercom, Zendesk.
• You believe that collaboration, connection, and open communication always leads to a better outcome.
• You have a desire to innovate and explore new ways of doing things.
• You're a clear, honest and transparent communicator.
• You have the drive to always be learning and growing.
• You are a self-starter able to learn new tools quickly.
• You have a positive attitude.
• You are hard-working, detail-oriented, and efficient in managing multiple conversations.
• You have excellent written and verbal communication skills.
• You have a post-secondary degree or equivalent professional experience.

Benefits

• Opportunity to shape the future of fintech.
• Competitive compensation & equity.
• Fantastic, Deeply Engaged Team.
• Generous vacation + Wellness days + Flex Days + holiday closure.
• Remote-first environment + coworking support + yearly all hands retreat.
• Access to coaching & growth programs.
• Parental top-up & leave policies.
• Comprehensive health benefits.
• Power-up budgets for books, home office setup, phone & internet, AI tools, and professional development.