Our Journey at Keep

At Keep, we embarked on a mission with a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology?

This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role

Join us at Keep as a Customer Support Representative. Your exceptional communication and problem-solving skills will be essential in delivering high-quality support. You'll handle customer inquiries primarily via phone, using emails and tickets for follow-ups on unresolved issues. Your work will play a key role in ensuring customer satisfaction and helping users navigate our innovative fintech solutions.

Who We’re Looking For

• You have 1-2 years of experience in customer support, ideally within the fintech or startup industry, demonstrating an understanding of this dynamic sector.

• Exceptional communication skills, both written and verbal, enabling you to engage with customers and provide comprehensive support effectively.

• Strong problem-solving skills and the ability to work independently, empowering you to handle customer issues confidently and efficiently.

• Familiarity with CRM systems and various support tools, allowing you to navigate customer interactions seamlessly.

• Detail-oriented and dedicated to delivering high-quality work, always striving to exceed customer expectations.

• A passion for fintech and the financial industry drives your commitment to delivering exceptional customer service and contributing to the success of our innovative financial solutions.

Key Responsibilities

• Respond to Customer Inquiries: Focus on phone-based assistance, ensuring timely resolutions, with emails and tickets used for follow-ups on any pending issues.

• Resolve Customer Issues: Leverage your expertise to effectively handle customer concerns, ensuring prompt and efficient resolutions.

• Offer Product Support and Training: Guide customers through the features and functionalities of our fintech solutions, helping them make the most of our products.

• Collaborate Across Teams: Work closely with cross-functional teams to foster a customer-centric approach and ensure that feedback is communicated and addressed.

• Escalate Technical Issues: Identify and escalate complex cases to the appropriate teams, ensuring timely resolution and customer satisfaction.

• Continuous Improvement: Actively contribute to the improvement of support processes, advocating for changes that streamline interactions and enhance the customer experience.

Why You Should Be Excited About This Role

• Play a key role in shaping the future of Canadian fintech through your involvement in transformative customer service initiatives.

• Be a part of a dynamic, passionate team that’s making a lasting impact in the fintech landscape.

• Work in a supportive and collaborative environment that values innovation, continual growth, and high-impact contributions.

• Influence how businesses perceive and utilize cross-border banking solutions in Canada.

• Join a mission-driven company that values customer success as a cornerstone of our growth strategy.

Why Join Keep?

• We’re focused on investing in data-driven solutions and cutting-edge technologies.

• Be part of a team that’s rewriting the playbook for the Canadian fintech industry.

• Data is the fuel for our growth, and you’ll be shaping our customer success strategies from the driver’s seat.

• Embrace a fully inclusive, remote-friendly company culture that values diversity and work-life balance.

• Help us bring modern banking solutions to businesses, reshaping the banking experience for our customers.

Why This Might Not Be a Good Fit

• If you’re a stickler for a highly structured environment with constant hand-holding, you might find our culture of autonomy and trust a bit different.

• If you’re more of a slow-and-steady typ