Customer Support Associate

  • Moves
  • Remote (Canada)
  • Sep 09, 2021
Full time Customer Service

Job Description

Hi, I'm Francey, Manager of Customer Success (we call it Member Support) at Moves. I am looking for a Customer Support Associate to join our team and help us work with our members through our four main principles: Compassion, Transparency & Honesty, and Selflessness. We’re a 35-person team based in Toronto and growing. This role is fully remote and we welcome applicants from all over Canada.


Here’s the TL;DR on Moves


We believe that work is changing from one-to-one relationships between employees and employers to a “one-to-many”. Where individuals earn income and build experience across multiple units of work, projects, tasks or gigs from various companies, collectives, apps or marketplaces. This transition challenges many of the status quo systems, processes and regulations that have been built around employment and employers which is causing immense friction and gaps in certain parts of the economy undergoing this shift. Today, this transition is rapidly underway in retail and transportation through the rise of ‘gig apps’ like Uber, Doordash, Grab and Amazon Flex. Millions of independent contractors in the U.S earning income from these apps exist on the edge of traditional financial services, and operate independently without the benefits provided by collective and group representation and services. 


Moves’ mission is to improve the collective financial health of independent workers by providing products designed for the way they work and by bringing them together on a common platform to voice, engage and create better outcomes for all. By joining Moves you’re not just joining a company, you’re building a movement. 


All process-flows and tools are in an infant stage of growth and there will be opportunities for you to provide suggestions to optimize the processes. You will also have the opportunity to work with an amazing team that supports one another and encourages each other to grow and learn. 
You can also read more about how I built a customer support function in FinTech, for the first time, during a pandemic here.

So who are you? 🤩

    • You are experienced, passionate, and have a “people-first” attitude
    • You are empathetic, a good listener and someone who wants to make a difference in our members lives
    • You are a great team player and a good communicator
    • You have a passion for customer service and enjoy providing support when needed
    • You have worked in a start-up and/or fintech environment
    • If you are excited about building products that will help people in meaningful ways, we want to talk to you!

What you'll do 🤔

    • Be the first point of contact for our customers by reaching out/responding to them via email, chatbot, and occasionally telephone
    • Manage timelines and expectations for our customers
    • Collaborate with other teams to address customer facing issues
    • Help build and implement new processes, automations, and optimizations
    • Prepare and present information pages for training and process documentation
    • Assist with data imports, quality checks, and verification of member data

What we're looking for 👁‍🗨

    • Minimum 1-2 years of proven professional experience in customer support in a start-up environment
    • Experience with Zendesk or other CSM software (please specify in your application)
    • Fintech experience is a bonus!
    • Ability to listen and respond to our customers with understanding and empathy
    • Strong verbal and written communication skills
    • High attention to detail
    • Excellent critical thinking skills
    • Ability to multitask
    • A second language such as Spanish is a bonus (please specify in your application)

What we offer 🌟

    • Salary range is CAD$45,000-$55,000 (commensurate with experience and location, with flexibility to increase for the right candidate)
    • Equipment shipped to you
    • Full benefits starting on day one, including: health spending account and full employee assistance program 
    • Annual professional learning and development budget 
    • Discounted mental health wellbeing counselling sessions 
    • Rewards and perks program through Perkopolis 
    • Stock options that align you to the organization's success
    • Generous parental leave policy  
    • Fully remote

People you'll be working with 👩🏾‍🤝‍👩🏼

    • Francey, Manager of Customer Success
    • Sophie, Customer Success Associate
    • Sam, VP of Growth

Interview process 👩‍💻

    • 30 minutes video call to discuss the opportunity and the organization with Sarah, People and Culture Lead
    • 30 minutes video call with Francey, Manager of Customer Success
    • Take home assignment
    • 60 minutes video call with Sam, VP of Growth and Francey, Manager of Customer Success
    • 30 minutes video call with Matt, CEO & Founder
    • Background and reference check
    • Offer

We celebrate Moves employees. By joining Moves you’re not just joining a company, you’re part of a movement (get it?) no matter how you identify. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply. We are committed to providing accommodations and will work with you to meet your needs.  
Our diversity, equity, belonging and inclusion working group is made up of volunteers who advocate for building an inclusive workforce, expanding our knowledge of global cultures, and developing an appreciation of how different perspectives adds to our capabilities as a whole. You can read more about what we do here. 


If you require assistance during the application process, please don't hesitate to reach out to our People and Culture Lead at sarah@movesfinancial.com.