Bilingual Customer Experience Specialist
Dext, Canada

About Us

Receipt Bank is building the essential product suite powering accountants to get small business financially fit. We are a digital accounting software suite, trusted by over 400,000 businesses.

Founded in 2010, we've opened offices globally, raised 55 million in our last funding round, and won a number of awards along the way! Receipt Bank is a disruptive solution in the accounting industry and our colleagues have the curiosity and ingenuity to thrive in that environment.

What we do: Receipt Bank fetches and sorts live cost and bank data from multiple sources and gives accountants tools to get their small business clients financially fit.

Why we do it: Financial admin is a massive source of stress to businesses. It is time consuming and distracts you from running your company and doing what you love. If you let it pile up, it becomes even more costly both in terms of time and higher tax bills as you miss out on unclaimed company expenses.

Accountants do their jobs to help business, but are tied down by manual processes. Business owners don’t start-up to end up drowning in admin. Receipt Bank automates admin to help 50,000+ accountants save time and money for their clients, and grow.

The role - what you’ll do:

The French-English Customer Support Consultants’ main purpose will be to cover chat, email, and phone support. With this as their main focus, they will also assist with updating the help center, serving as technical escalation through screen shares, and support in a more bespoke manner when clients need dedicated 1x1 support. These experts will also serve as the voice of the customer, tracking feature requests and bugs and working with Product Managers when more information is required.

Success Measures:

• Maintain 95% CSAT across all mediums (email, phone, chat)
• Maintain Coverage amp; SLAs
  • First response lt; 60 minutes on email
  • lt; 30 seconds chat
• Other metrics:
  • Email, phone, chat # of response
  • Phone, chats offered vs. handled
  • Cases created vs. cases closed
  • Talk vs. chat time
  • Time to first response
  • Time to resolution

Requirements

Skills

Essentials

• French and English language proficiency
• Previous experience in a Customer Support role providing chat, email, voice, and technical screen share support. Familiarity with the use of back end systems to service customers
• Strong problem-solving and troubleshooting skills with a solutions-oriented mindset

Desirables: Ability to convey complex workflows or elements of a product in an understandable manner, Experience using systems such as Intercom, Salesforce, Zendesk, Service Cloud, Trello.

Knowledge

Essentials

• Proper escalation of customer requests, through customized escalation paths, bug reporting best practices, and feature request value estimation
• SaaS Support industry knowledge and best practices, including CSAT, CES, Response Rate, Live vs. Deferred mediums

Desirables: Accountant vs. Bookkeeper requirements and expectations for service and tax recommendations

Behaviours

• Experience using customer data to represent the Voice of Customer and inform Product team
• Strong listener with a compassionate but firm approach
• Technical, detail-oriented, comfortable handling data
• Tenacious, confident, enthusiastic
• Conversational, personable, optimistic, inquisitive
• Highly motivated, driven, ambitious
• Curious, helpful, thoughtful

Benefits

What we will give you - the perks:

Receipt Bank is defined by its people. We believe that in order to be your best self every day, you need to feel valued, motivated and supported. At Receipt Bank, you’ll get to collaborate with inspiring people who will support you on your own career journey. We also appreciate that financial and non-financial rewards and benefits are important too! So, you can expect from us:

• Opportunity to build the Canadian office of a rapidly growing global FinTech

• Competitive salary and vacation policy
• Comprehensive benefits
• Flexible work environment
• Great community with build your career - regular team events, end-of-quarter learning days, coaching

Work smarter. Grow faster. Go further. Join Receipt Bank.

Job Rewards and Benefits