ABOUT SHAKEPAY
Shakepay is on a mission to usher in the Bitcoin golden age by reimagining financial services for Canadians. We focus on building fast, shipping often, and sharing ideas openly in a collaborative culture.
Since 2015, Shakepay has been developing its app to make buying and earning Bitcoin fast, easy, and secure. In 2022, the Shakepay Card was launched, allowing users to earn Bitcoin rewards on purchases. Today, over one million Canadians use Shakepay to grow their Bitcoin savings and take control of their financial future.
Shakepay is regulated across all Canadian provinces and territories and backed by prominent venture capitalists with $44M in funding. We have a passionate, loyal, and growing community, and we are looking for people who want to help us build something truly special.
POSITION: Part-Time Customer Support Representative (3-Month Contract)
- Duration: 3 months
- Location: Remote (must reside in Canada)
- Time Commitment: Minimum 10 hours/week, flexible schedule
- Initial Schedule: 20 hours/week for the first 4-6 weeks; afterward, shifts based on capacity needs (minimum 8-12 hours/week, with some shifts ending as late as 12:00am EST)
ROLE OVERVIEW
You will create a seamless customer experience by addressing inquiries, resolving issues, and ensuring accuracy and consistency across Shakepay’s services. The role involves direct engagement with customers via chat and email, as well as collaboration with internal teams.
KEY RESPONSIBILITIES
- Diagnose customer issues with Shakepay products and features
- Provide clear and thoughtful communication to customers
- Assist with KYC (account verification) requests
- Review documents to help customers regain account access
- Approve e-Transfer accounts and replay pending e-Transfers
- Monitor for unusual account activity and escalate to fraud or compliance teams
- Collaborate with team members and communicate through Slack and Google Meet
- Attend training sessions and team meetings
- Help with technical issues like 2FA, Mailgun, Twilio
REQUIRED QUALIFICATIONS
- 1+ year of experience in customer support
- Adaptable to change
- Strong attention to detail
- Excellent written and verbal communication skills
- Fluency in English (due to platform usage and customer base in Canada)
NICE-TO-HAVES
- Experience in operational roles
- Bilingual (French/English)
- Basic knowledge of digital currencies
WHY JOIN SHAKEPAY?
- Shape the future of money: Contribute to revolutionizing financial services in Canada
- Impact millions: Help expand Shakepay and Bitcoin adoption nationwide
- Career growth: Opportunities for continuous learning, development, and advancement
- Ideas, not titles: Contributions are valued based on merit, not hierarchy
PERKS & BENEFITS
- Remote-friendly: Work from anywhere in Canada, optional access to Montreal or Toronto offices
- Team connection: Quarterly offsites and team events
Culture Note: Shakepay values potential as much as experience. We encourage applicants from all backgrounds and life experiences to apply. We believe a little slope makes up for a lot of y-intercept!