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Jobs at Trulioo

Senior Customer Support Specialist

Location: Vancouver, British Columbia, Canada

Department: Customer Support

Type: Full Time

Min. Experience: Experienced

With offices in both Vancouver and San Francisco, Trulioo is a Silicon Valley-funded FinTech company solving the problems of trust and safety online. To realize that goal we’ve built the world’s largest data marketplace for electronic identity verification, today covering 4 billion consumers across 60+ countries through a single API. Businesses of all kinds depend on Trulioo to streamline and scale their global customer on-boarding, fraud, and compliance operations.

To help continue fuel our growth, we are looking for a customer focused, goal-oriented, high-energy, Senior Customer Support Specialist to expand our Customer Success team.   This role will report into the Team Lead, Customer Support.

Responsibilities

  • Provide technical support and services to our clients in a timely manner with a focus on our Enterprise and Strategic clients
  • Provide an exceptional customer service experience
  • Configure and troubleshoot products and services with attention to detail
  • Coach and mentor Support team through timely knowledge sharing
  • Develop domain expert knowledge of Trulioo’s GlobalGateway platform
  • Support clients in API integration with Trulioo’s GlobalGateway with a focus on our Enterprise and Strategic clients
  • Respond to clients’ questions and concerns with a high level of professionalism
  • Create and analyze various performance reports for our clients on a regular basis
  • Contribute to customer success initiatives when needed

Qualifications

  • Post-Secondary Degree or combination of desired experience and education
  • 4+ years of experience in a customer facing support role or account management in a technical environment
  • Available to work flexible hours / shift, possibly including some weekends
  • Highly proactive and results driven
  • Ability to create support experience that customers will love, even in challenging circumstances
  • Ability to think critically, troubleshoot and solve complex problems
  • Ability to excel in data-driven, metrics oriented environment
  • Ability to work independently and in a team-oriented environment
  • Excellent written and verbal communication skills
  • Mastery of Office Suite (MS or Google), in particular with MS Excel
  • Written and verbal English proficiency

Bonus Points

  • Experience working with Strategic and Enterprise customers
  • Experience with compliance products
  • Experience with SaaS products
  • Experience with API products
  • Experience analyzing complex data in MS Excel

What We Offer

Trulioo offers a fast-paced, dynamic work environment where employees have an impact. The company is growing fast, so we like to work hard and have fun! Catered lunches, team-building events, and of course the standard ping-pong and foos.

But what should excite you the most about Trulioo is the opportunity to be a key player in revolutionizing the identity verification industry and working with people who are excited and motivated to make a difference in an area that touches everyone's lives.

This is a full-time position in our Gastown Vancouver HQ. Compensation is based on experience and includes stock options and benefits.

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