Customer Service Agent - English/French (Remote, Canada)

About Sezzle

Sezzle is dedicated to empowering the next generation financially by transforming the way consumers shop. We combine innovative technology with interest-free installment plans to create a smarter, more accessible shopping experience. Our goal is to enhance how customers engage with products and make purchases while boosting merchant sales through increased conversions and higher order values. As a leading company in fintech and retail innovation, we are building a dynamic team focused on delivering exceptional shopping experiences beyond transactions.

Role Overview

We are looking for a proficient and motivated Customer Service Agent with both a high intelligence quotient and emotional intelligence. This role offers a chance to excel in a fast-paced and growing team environment with strong career growth potential. If you thrive on delivering customer success and enjoy problem-solving, this is a perfect fit.

Key Responsibilities

• Deliver timely, empathetic, and detailed support to customers across channels including email, live chat, and phone.
• Demonstrate deep enthusiasm and knowledge of Sezzle's products.
• Resolve a broad spectrum of customer inquiries from basic to complex issues.
• Build strong collaborative relationships within the customer support team.
• Gather and relay customer feedback to Product and Development teams to enhance service quality.
• Advocate for customers by identifying areas for improvement and proposing solutions to enhance processes and products.
• Proactively identify customer needs, report support trends, and suggest innovative customer experience improvements.

Candidate Profile

• Excellent verbal and written communication skills in both English and French.
• Proven ability to perform successfully in a fast-moving support environment.
• Experience managing multiple tasks efficiently using sound judgment and initiative.
• Curious and detail-oriented approach to diagnosing and resolving customer issues.
• Passion for quality work aligned with personal and corporate values.
• Eagerness to learn new technologies to enhance customer success.
• Minimum of 3 years’ experience in customer support roles involving email, phone, and live chat, preferably with software products.
• Bachelor’s degree or equivalent education/experience combination.
• Familiarity with support tools like Zendesk, LiveAgent, or Jira is advantageous.

Working Conditions

• This is a remote work opportunity for candidates residing in Canada only.
• Training duration is 3 to 4 weeks.
• Full availability required during the first two months with no vacation approvals permitted in that period.
• Fixed work schedule aligned with Central Standard Time (CST).

Compensation and Benefits

• The hourly wage is $22 CAD.
• Additional benefits include a bonus scheme, comprehensive health, life, dental, vision insurance, and long-term disability coverage.
• Employer-supported RRSP matching program.
• Discounted Lifetime gym memberships.
• Opportunities to volunteer and take sabbaticals.
• Work collaboratively with motivated and dedicated colleagues within a fast-growing fintech firm.

Personal Traits

• High standards with a commitment to quality and fixing problems permanently.
• Innovative mindset unafraid to challenge norms and develop new approaches.
• Decision-making speed balanced with thoughtful risk-taking.
• Effective interpersonal skills to earn trust through respectful, candid communication.
• Courage to respectfully express differing opinions but fully commit to final decisions.
• Consistent focus on delivering results and overcoming setbacks.