Customer Experience Representative (Hamilton)

About Space Ops We are a cutting-edge Canadian fintech company committed to redefining how businesses and individuals manage their financial transactions. With innovation at our core, we empower our clients with seamless, secure, and scalable payment solutions that drive real-world impact. We are growing fast and looking for a customer-first professional who thrives in dynamic, collaborative environments. The Customer Experience Representative plays a critical role in delivering an exceptional customer experience. More than just solving problems, this role is about creating meaningful, positive interactions, bringing energy, empathy, and a solutions-focused mindset to every customer touchpoint. You will take ownership of each interaction, ensuring customers feel heard, supported, and confident in our services, while consistently delivering best-in-class service. Shifts: The job will begin with 3 months of in-office training, from 9am - 5pm. Following the training, the regular working shifts will be ‘Morning’ (9am - 5pm), ‘Afternoon’ (4pm - 12am) and ‘Night’ (12am - 8am). What You’ll be Doing - Serve as a primary point of contact for customer inquiries via email and chat, delivering timely, accurate, and professional support - Troubleshoot and resolve customer issues related to transactions, payouts, refunds, and platform usage - Manage and de-escalate complex or sensitive customer situations with empathy and sound judgment - Accurately document all interactions, ensuring explicit, detailed, and compliant records within CRM and support tools (Freshdesk, Jira, etc.) - Use the NATO phonetic alphabet where appropriate to ensure clarity and precision in communication and documentation - Collaborate with internal teams to investigate issues, escalate when required, and ensure full resolution - Monitor trends in customer inquiries and identify recurring issues to support root cause analysis and process improvement - Contribute to the development and maintenance of knowledge base content, SOPs, and self-service resources - Leverage dashboards and reporting tools to track performance, identify insights, and improve customer experience outcomes - Support a 24/7 service environment by participating in rotating shifts, including evenings, nights, and on-call coverage as required - Continuously build product and process knowledge to provide informed, efficient, and high-quality support What We’re Looking For - Customer Experience Expertise: Proven background in customer-facing roles with a focus on not only resolving issues and handling escalations but also delivering a consistent, positive customer journey. Emphasis on proactive engagement, feedback collection, and long-term satisfaction. - Communication Skills: Strong verbal and written professional communication skills. Capable of simplifying complex concepts for diverse audiences while maintaining professionalism. Familiarity with NATO phonetic alphabet to ensure clarity and accuracy during phone communication and documentation. - Technical Proficiency: Proficient in web-based applications, CRM tools, and Microsoft Office Suite (Word, Excel, Outlook), as well as communication and support tools including Slack, Freshdesk, and Jira. Quick to adapt to new software tools and systems. Understanding of JSON-based prompts and query structures is a strong asset. - Problem-Solving: Skilled in troubleshooting and resolving issues efficiently while maintaining a calm and professional demeanor under pressure. Proficient in reading and creating flowcharts, and applying detailed reporting standards to support clear communication, root cause analysis, and process improvements. - Highly organized, detail-oriented, empathetic, and adaptable to dynamic, fast-paced environments. - Demonstrates a proactive, overachiever attitude, with the ability to work flexible shifts, including days, evenings, and weekends available on call. - Familiarity with financial processes such as transactions, payouts, or refunds. - Exposure to support environments with automated workflows, self-service content strategies, or knowledge base development. - Comfort with using data dashboards or analytics tools. - Customer-first mindset with a focus on long-term experience, not just issue resolution - Proactive problem-solving and continuous improvement orientation - Strong documentation and process discipline - Adaptability and ownership in a dynamic, evolving environment Compensation & Perks - Hourly rate: $23.00 CAD ($24.00 CAD for Bilingual candidates) - Bonus: Annual performance-based bonus - Health & Dental coverage - Wellness Spending Account - On-site gym - Planet Fitness membership concession - Coffee bar with barista - Unlimited snacks - Daily breakfast - Monthly team events - Friday team lunches - High-energy, collaborative environment - Learning & Development support - Perkopolis staff discounts Apply on Kit Job: kitjob.ca/job/2pcco7