User Success Agent

About the Role

We're building KOHO for the benefit of all Canadians, and we're looking for a motivated and organized User Success Agent, Tier 2 to join our growing, and pretty awesome, team! This role is all about walking the tightrope between time management, prioritization, empathy, and having a good time. 

Please note: This is a remote position. We are looking for User Success Agents from all time zones within Canada for multiple schedules. We generally ask for availability for a full 8-hour shift between our operating hours of 6 am to 12 am and a mix of weekdays and weekends.

What You'll Do

• 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 (follow the money!)

• 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 and actively engage in conversations there

• You will facilitate phone calls when a ticket can’t be solved over chat or email (We want to keep our phone calls in Canada- for now)

• You will respond to users via various Social Channels, including but not limited to, Twitter, FB, App stores, BBB. You’ll champion KOHO’s vision to help people live the life they want by empowering them financially

• Other duties as needed generally associated with a call center tier 2 role

Who You Are

• You have prior experience in customer service, user success, and/or client services (minimum 2 year)

• You are comfortable working outside of the traditional 9-5 work schedule to offer exceptional support to all our users

• You have experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc. and/or experience in responding to customer inquiries via phone

• You have in the idea 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 through creativity and open mindedness

• You're a clear, honest and transparent communicator who would rather overshare the truth than obscure it

• You have the drive to always be learning and growing while passionately striving for results

• You are a self starter able to learn new tools quickly and work in a fast evolving environment

• You have a positive attitude (take those lemons, make that lemonade!)

• You are hard-working, detail-oriented, and efficient in managing multiple conversations with various users

• You have excellent written and verbal communications skills

• You have a post-secondary degree or equivalent professional experience