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Full-Time

Customer Experience Specialist

Phone Support

Posted on 9/4/2024

Relay Financial

Relay Financial

51-200 employees

Online banking platform for small businesses

Fintech
Financial Services

Entry, Junior

Toronto, ON, Canada

Category
Customer Experience
Customer Success & Support
Required Skills
Zendesk
Marketing
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 take opportunities to share learnings and learn from fellow team members
  • Deep empathy for customers and balance being resourceful and direct with customers
  • Fine-tuned prioritization skills to maximize impact
  • Ability to rise to a challenge; can handle change, conflict management, and uncertainty at times
  • Naturally curious; loves to understand the 'why' behind a problem or question and isn’t afraid to dig deep into problem-solving
  • Proactive; finds opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Responsibilities
  • Engage and support customers primarily via phone (Zendesk Talk) 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 (show interest in the customer and their business).
  • 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, offering features like income tracking and automated bookkeeping, which simplifies financial management for business owners. The goal is to help small businesses optimize their financial operations and focus on growth.

Company Stage

Series B

Total Funding

$75.5M

Headquarters

Toronto, Canada

Founded

2018

Growth & Insights
Headcount

6 month growth

30%

1 year growth

44%

2 year growth

151%
Simplify Jobs

Simplify's Take

What believers are saying

  • Securing $44M CAD in Series B funding positions RelayFi for significant growth and product development, enhancing its market presence.
  • RelayFi's platform has shown impressive revenue growth, tripling in 2022 and nearly sextupling in 2023, indicating strong market demand and adoption.
  • The development of AI-powered predictive cash flow analytics could provide small businesses with advanced financial insights, further solidifying RelayFi's value proposition.

What critics are saying

  • The competitive landscape in FinTech is intense, with numerous startups and established players vying for market share, which could impact RelayFi's growth.
  • Reliance on partnerships, such as with Thread Bank, introduces dependency risks that could affect service continuity and customer trust.

What makes Relay Financial unique

  • RelayFi consolidates various financial transactions into one interface, offering a comprehensive view of cash flow, unlike traditional banks that often require multiple platforms.
  • Partnership with Thread Bank ensures FDIC insurance coverage up to $3,000,000, providing a higher level of security compared to many competitors.
  • RelayFi's focus on small businesses with features like automated bookkeeping and expense management sets it apart from general-purpose banking solutions.