Bilingual Customer Support Representative

ABOUT US

Localcoin, founded in 2017 with headquarters in Toronto, is on a mission to simplify the process and experience of buying or selling digital currencies globally. We envision bringing digital currency to the mainstream financial market through partnerships with leading corporate and franchised retail spaces. With terminals across Canada, Australia, New Zealand and Hong Kong Localcoin is now the largest Bitcoin ATM provider in Canada

At its core, Localcoin believes that everyone should be able to own cryptocurrency and have a deep understanding of blockchain technology. As a member of our rapidly growing team, you'll join a talented, dynamic group of team members who will encourage you to learn, grow and thrive in your career every step of the way.

If you're a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency and team connectivity, we look forward to hearing from you!



THE ROLE

Localcoin seeks to inspire the future of digital currency globally as the largest cryptocurrency kiosk network in Canada. We pride ourselves when it comes to providing high-quality support to our customers. We're on a mission to build a customer-focused organization and we're searching for someone with an entrepreneurial spirit, who is a self-starter and passionate about our vision.

As a Part-time Bilingual Customer Support Representative, you will be responsible for handling inbound calls and live online chat and email communications with new and existing customers. You will be responsible for delivering Localcoin's commitment to exceptional customer advising, coaching, and overall support in English and French.

Reporting directly to our Customer Support Manager, you will work collaboratively with the Customer Support team and as a liaison between multiple departments including marketing, sales, operations, and product to ensure the Localcoin customer voice is heard.

WHAT YOU'LL BE DOING

• Provide high-quality customer support while following company support protocols and processes
• Guide and process customer inquiries in a fast-paced environment
• Communicate with customers via phone, email, and online chat
• Be the main point of contact for standard and escalated inquiries for our French speaking customer base
• Provide knowledgeable answers to questions about Localcoin products
• Work with Localcoin's internal departments to meet our customer needs
• Help resolve issues as quickly and accurately as possible
• Assist in on-boarding new customers through various Localcoin products/services
• Take on initiatives to improve processes by relentlessly focusing on the customer experience
• Assist in the creation and maintenance of both internal and customer facing how-to guides and support center articles
  
  

WHAT WE'RE LOOKING FOR

• A passion for ensuring an outstanding customer experience
• Fluent in both English & French (both verbal and written)
• At least 2-4 years of relevant work experience in a customer service, sales support, tech product support or similar function
• Strong written and communication skills
• Experience handling escalated customer service requests and inquiries
• Detail-oriented, organized, efficient and able to multitask
• Experience working with CRM systems like Zendesk or Freshdesk, and live chat bots would be helpful
• You love Cryptocurrency and Blockchain
  
  

WHAT WE'RE LOOKING FOR

• Competitive Salary
• Health & Wellness Benefits
• Hybrid & Flexible Office Environment
• Professional Development
• Standups, Demos and Monthly Socials to keep us aligned and connected
• And so much more!
  
  

Localcoin is committed to building a team that represents a variety of backgrounds, perspectives and skills. The more inclusive and diverse we are, the more our work will improve. If you're determined and great at what you do, come as you are.

If you require accommodation at any stage throughout the recruitment process, please notify your talent team or send an email to [email protected]