The Role
Provide customer support for a cryptocurrency trading platform through live chat and help desk tickets. Guide customers through account registration, identity verification, and screening processes; resolve inquiries quickly; maintain strong customer relationships; and communicate feedback, bug reports, and user issues to internal stakeholders. The role requires scheduled weekday and weekend shifts, strong communication and typing skills, adaptability, resourcefulness, and willingness to learn cryptocurrency and trading.
Summary Generated by Built In
Say hello to Newton! We're changing how Canadians trade crypto. Our goal? To make financial freedom something everyone can achieve. We give our customers the tools and knowledge they need to navigate the crypto world.
At Newton, you'll work with a remote team spread across Canada, but you'll never feel distant. Ready to be part of something meaningful? Join a team that’s all about pushing boundaries and getting things done.
Some of our values:
● Customer first mindset - Commitment to integrity and transparency to our users!
● A dynamic team fueled by collaboration uniting our strengths to overcome any obstacles. Together we build success. We persevere, adapt, and come back stronger, turning obstacles into opportunities.
● We strive for continuous improvement and embrace creativity and encourage experimentation. We push the boundaries of what’s possible and continuously explore new ideas, technologies, and solutions.
Role overview:
We are searching for a Customer Success Representative; a role that is centered on providing exceptional support and assistance to our customers, ensuring they have a positive experience. Your focus will be on addressing customer inquiries, resolving issues, and building strong relationships.
Responsibilities will include:
Responsibilities will include:
● Guiding our customers through the process of signing up for our services, performing identity verification and other screening checks, as required
● Adhering to a daily schedule of help desk support through live chat
● Engaging in human conversations with our customers to identify and resolve issues
● Ensuring users have a quick response time by staying on top of assigned tickets, with same-day ticket review
● Advocating for customers and the Newton app by communicating with stakeholders to provide customer feedback, bug reports, and other information that will help them to improve Newton in the future
Who you are:
● Adhering to a daily schedule of help desk support through live chat
● Engaging in human conversations with our customers to identify and resolve issues
● Ensuring users have a quick response time by staying on top of assigned tickets, with same-day ticket review
● Advocating for customers and the Newton app by communicating with stakeholders to provide customer feedback, bug reports, and other information that will help them to improve Newton in the future
Who you are:
● You have experience providing customer service in a contact centre, retail, or service environment
● Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment
● Tech-savvy with excellent typing skills
● Have strong reading, writing and communication skills
● Proven track record of being incredibly resourceful and finding solutions even when there is no clear path
● You have a willingness to learn all about cryptocurrency and trading, care deeply about people support, and enjoy having genuine human conversations
● You are committed to continuous growth and learning. You understand that every challenge is an opportunity, and you get excited about learning new things
● Available to work scheduled shifts on weekdays and weekends
● Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment
● Tech-savvy with excellent typing skills
● Have strong reading, writing and communication skills
● Proven track record of being incredibly resourceful and finding solutions even when there is no clear path
● You have a willingness to learn all about cryptocurrency and trading, care deeply about people support, and enjoy having genuine human conversations
● You are committed to continuous growth and learning. You understand that every challenge is an opportunity, and you get excited about learning new things
● Available to work scheduled shifts on weekdays and weekends
At Newton, we celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Skills Required
- Experience providing customer service in a contact centre, retail, or service environment
- Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment
- Tech-savvy with excellent typing skills
- Strong reading, writing, and communication skills
- Proven ability to be resourceful and find solutions when there is no clear path
- Willingness to learn about cryptocurrency and trading
- Strong commitment to customer support and genuine customer conversations
- Commitment to continuous growth and learning
- Availability to work scheduled weekday and weekend shifts
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The Company
What We Do
Canada's first commission-free cryptocurrency brokerage.
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