Customer Support Specialist

Trolley is the payouts platform for the internet economy. Our vision is to unlock the collective economic opportunity of the internet – for everyone – by building a truly global payouts ecosystem. Through our powerful platform and API, Trolley enables businesses to reach people from all corners of the world and offer creators, on-demand workers, and suppliers the ability to bring their specialized talents to a global market. Businesses use Trolley to automate and manage payouts, collect recipient tax and banking information, and mitigate fraud and risk. It is the go-to payouts solution for hundreds of businesses like Canva, Soundcloud, and Envato, ensuring creators, artists, and suppliers get paid efficiently. Trolley has processed millions of payments, supporting musicians, artists, makers, vendors, and suppliers worldwide.

Our customers love our platform and service, you can see for yourself here:https://www.capterra.com/p/179294/Payment-Rails/#reviews

Trolley is seeking a Customer Support Specialist to join our growing Customer Support team. Your main role will be to support our customers with inbound requests, through email, live chat, phone, and Slack.

Our Customer Support team is the main point of contact for all customer inquiries across our full suite of products. We’re looking for a dynamic, highly personable, motivated, and resourceful Customer Support Specialist (aka Customer Support/Customer Service/Customer Care Representative) to join our talented team in Montreal of Halifax.

What you will be doing :

• Providing outstanding customer service by assisting customers with their inquiries and questions.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport and long term partnerships
• Clarify customer requirements; probe for understanding; use decision-support tools and resources to resolve customer issues
• Collaborate with internal departments (Customer Success, Engineering, Compliance, Treasury …) to help resolve customer issues in a timely manner.
• Listen carefully to customers and ask the right questions to recommend the best possible solution.
• Show empathy and adopt a positive attitude that will reassure customers and provide a high level of satisfaction.

About you:

• Minimum of 2-3 years experience in a Customer Support/Service
• Outstanding command of the English Language - written and spoken- over the phone, in chat, and via email.
• Experience in working with SaaS business/enterprise applications
• Client oriented: Your desire to offer exceptional customer service and to put customers at the center of your concerns make you an ace in customer support and a valued colleague;
• Organization skills: You are able to manage pressure and prioritize tasks to ensure SLAs are met and offer an efficient service to our customers;
• Sense of initiative: Proactive and autonomous, you seize every opportunity and use all available resources to solve problems effectively
• Experience using a support CRM system, such as Salesforce, Intercom. (Salesforce experience is an asset).
• Comfortable with Google Apps (Gmail, docs, calendars, sheets).
• Self-assured and proactive team player. You will also be self-motivated and able to think on your feet when dealing with customers.
• Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
• You are a proven collaborator and team player who can easily liaise with different levels and departments both externally with customers and within Trolley.

What we offer:

• Competitive salary and meaningful equity.
• Join an amazing team of diverse people working together on a common mission.
• Extended Healthcare benefits including dental, vision, LTD, etc.
• 4 weeks paid vacation per year + public holidays (+ 1 extra vacation day per yer of service)
• Pension Plan.
• Gym Membership allowance.
• 1/2 day Fridays during summer.
• Central modern office, close to public transport (near metro)