ShakepaySH

Part-Time Customer Support Representative (3 Month Contract)

Shakepay is a Montreal-based financial technology company that enables Canadians to easily buy, sell, and earn Bitcoin, aiming to provide open access to building wealth and usher in a Bitcoin golden age.

Shakepay

Employee count: 51-200

Canada only

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.

Part-Time Customer Support Representative (3 Month Contract)

Schedule:

  • We expect people in this role to be available for 20 hours per week for the first 4-6 weeks of the contract.
  • After the first 4-6 weeks, we will offer shifts based on capacity needs
    • You will be scheduled for a minimum of 8-12 hours per week
    • More shifts will be available based on coverage and capacity needs

Are you passionate about supporting customers and tackling tasks with finesse? The role is about creating a seamless experience for our customers. You have a detail oriented mindset, a passion for helping and you thrive in ensuring accuracy and consistency, turning routine tasks into a symphony of efficiency. If this sounds like you, the support team is looking for you.

What you’ll be doing

  • Diagnose issues customers are experiencing with Shakepay
  • Communicate clearly and thoughtfully with our customers
  • 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
  • Assist with KYC (account verification) requests
  • Review documents submitted for customers to regain access to their account
  • 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
  • Approving e-Transfer accounts, replay pending e-Transfers
  • Execute various types of actions to ensure the proper flow of crypto transactions
  • Identify and escalate unusual account activity to the fraud or compliance teams

Actions you’ll take to help the customer

  • Helping with technical issues like 2FA, Mailgun, Twillo
  • Assisting with KYC (account verification) requests
  • Providing support to the customer
  • Approving e-Transfer accounts, replay pending e-Transfers

Who we’re looking for

  • 1+ years of experience in a customer support
  • Adaptability to change
  • Strong attention to detail
  • Excellent written & verbal communication skills

Bonus points

  • Bilingual
  • Basic knowledge of digital currencies
  • 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, one sat at a time.
  • Impact millions: As cryptocurrency continues to gain traction, our potential for growth is massive. You can help us bring Shakepay and Bitcoin to all Canadians.
  • Grow your career: We’re growing, and so can you! 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

  • 🌎 Remote-friendly: Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto.
  • 🙌 Have fun together: quarterly team-specific or company-wide offsite to connect with each other.

We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply.

We encourage applications from everyone, regardless of background and life experience. We’re firm believers that a little bit of slope makes up for a lot of y-intercept.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.

About the job

Apply before

Posted on

Job type

Part Time

Experience level

Entry-level

Location requirements

Hiring timezones

Canada +/- 0 hours

About Shakepay

Learn more about Shakepay and their company culture.

View company profile

Many Canadians find the world of cryptocurrency complex and inaccessible, and they worry about the security of their digital assets and the stability of traditional financial systems. Our customers face the challenge of navigating an evolving financial landscape, seeking ways to protect and grow their wealth in a system that often feels stacked against them. They are looking for a trustworthy, straightforward way to engage with Bitcoin, an asset they see as a store of value and a path to financial sovereignty. The current fiat monetary system often encourages spending and borrowing, rather than saving for the long term. This is why Shakepay is dedicated to ushering in the Bitcoin golden age, providing a simple, secure, and reliable platform for Canadians to buy, sell, and earn Bitcoin. We believe Bitcoin offers a return to a true savings model, where its limited supply allows individuals to build and preserve wealth for the future.

Shakepay empowers over a million Canadians by providing them with the tools to achieve financial freedom. Our platform is designed to be user-friendly, making it easy for anyone, from students to retirees, to interact with Bitcoin. We are committed to demystifying cryptocurrency and making it accessible to all Canadians, helping them to take control of their financial future. We understand that trust is paramount, which is why we are a registered Money Service Business (MSB) with FINTRAC and an Investment Dealer regulated by the Canadian Investment Regulatory Organization (CIRO). This commitment to regulation and security means our customers can confidently use our services. We are constantly innovating, expanding our services to include everyday payment solutions like direct deposits, bill payments, and e-Transfers, all while maintaining our focus on Bitcoin. Our goal is to bridge the gap between traditional finance and the world of Bitcoin, offering products that meet the everyday needs of Canadians while helping them build a more secure financial future.

Employee benefits

Learn about the employee benefits and perks provided at Shakepay.

View benefits

Get Paid in Bitcoin

Choose to take a percentage of your salary in bitcoin.

Parental Leave Top Up

Enjoy a parental leave top up to 100% of your salary for 18 weeks.

Stock Options

Every employee has stock options as part of their total compensation.

Team and Company Offsites

Quarterly team-specific or company-wide offsites to connect with each other.

View Shakepay's employee benefits
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Shakepay

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