Full-Time

Customer Experience Specialist

Confirmed live in the last 24 hours

Relay Financial

Relay Financial

201-500 employees

Online banking platform for small businesses

Fintech
Financial Services

Junior, Mid

Toronto, ON, Canada

Hybrid environment requiring in-office collaboration twice a week.

Category
Customer Experience
Customer Success & Support
Required Skills
Zendesk
Requirements
  • 1+ years of experience working in customer support or a customer-facing role
  • Clear, concise and personable communicator both verbally and written
  • Team-first mentality and willingness to share learnings and learn from team members
  • Deep empathy for customers and ability to balance being resourceful and direct
  • Fine-tuned prioritization skills
  • Ability to handle change, conflict management, and uncertainty
  • Naturally curious and love to understand the 'why' behind problems
  • Proactive in finding opportunities to improve processes
  • Experience working with customer support tools or ticketing systems (Zendesk or similar)
  • Prior tech start-up experience or worked in a fast-paced environment
  • Proficient in Spanish
Responsibilities
  • Engage and support customers via phone and email in an empathetic, professional and proactive manner
  • Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk
  • Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
  • Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
  • Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
  • Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!

Relay Financial offers an online banking platform tailored for small businesses, consolidating various financial transactions like ACH transfers and payouts from services such as PayPal and Stripe into one easy-to-use interface. By partnering with Thread Bank, Relay Financial ensures secure deposits with FDIC insurance coverage up to $3,000,000 and provides competitive annual percentage yields (APYs). The platform operates on a subscription model, allowing clients to access features like income tracking and automated bookkeeping, which simplifies financial management. Relay Financial's goal is to become an essential tool for small businesses, helping them optimize their financial operations.

Company Stage

Series B

Total Funding

$50.2M

Headquarters

Toronto, Canada

Founded

2018

Growth & Insights
Headcount

6 month growth

3%

1 year growth

1%

2 year growth

1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Relay's Series B funding supports expansion into spend management and financial APIs.
  • AI-powered cash flow analytics offer real-time financial insights for small businesses.
  • Embedded finance trends enhance Relay's platform integration into business workflows.

What critics are saying

  • Increased competition from fintech startups could erode Relay's market share.
  • Rapid AI adoption may outpace Relay's current technological capabilities.
  • Potential regulatory changes in fintech could increase operational costs for Relay.

What makes Relay Financial unique

  • Relay offers up to 20 individual accounts for detailed financial organization.
  • Relay provides FDIC insurance coverage up to $3,000,000 through a deposit sweep program.
  • Relay integrates with accounting software like QuickBooks Online and Xero for seamless bookkeeping.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Company Equity

Paid Vacation

Paid Sick Leave

Parental Leave

Hybrid Work Options

Professional Development Budget