Part-time Customer Support (Contractor)

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) 

Duration of contract: 3 months

Location: Remote, must reside in and be available to work in Canada

Time per week: Looking for people who want flexible work. We expect employees to be available for a minimum of 20 hours per week. 

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.

You will:

• Diagnose issues customers are experiencing with Shakepay
• Communicate clearly and thoughtfully with our customers
• Have 1+ year of experience in customer support
• 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

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
• Shifts may end as late as 12:00am EST 

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

Must have:

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

Nice to have:

• Experience in other operational roles
• 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.