Keep Hiring for Customer Success Leader at United States Full Time

At Keep, we embarked on a mission started by 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 our team at Keep as a Customer Success Lead, where your extensive experience and expertise in customer service will play a critical role in ensuring the highest level of support and satisfaction for our valued customers. You will:

• Lead the resolution of intricate customer issues, leveraging your extensive knowledge and problem-solving skills to ensure that customer concerns are addressed effectively and efficiently.
• Design and implement streamlined workflows and key performance indicators.
• Create comprehensive guides, manuals and processes, incorporating feedback and updates as necessary.
• Leverage technology solutions for automated workflows, improving response times and accuracy.
• Collaborate with the technical team to integrate automation tools that enhance the overall customer success experience.
• Proactively respond to and resolve complex customer inquiries through multiple communication channels, demonstrating a high level of proficiency and expertise in handling diverse customer needs.
• Provide advanced product support and in-depth training to customers, serving as a resource for both customers and junior support team members, and offering guidance on complex product features and functionalities.
• Foster strong collaboration across teams, advocating for a customer-centric approach and facilitating the effective communication and resolution of customer feedback and concerns.
• Identify and escalate complex technical issues to the appropriate teams, providing comprehensive insights and recommendations to ensure swift resolution and overall customer satisfaction.

Who You Are:

• Proven experience in senior-level customer support roles, with a strong background in the fintech or startup industry, showcasing your deep understanding of the intricate demands and challenges within this dynamic sector.
• Your excellent communication skills, both written and verbal, are coupled with a leadership mindset that allows you to effectively engage with customers and team members.
• Your strong problem-solving abilities and independent work ethic enable you to tackle complex customer issues with confidence, offering innovative solutions that prioritize customer satisfaction.
• Proficient in CRM systems and advanced support tools, your comprehensive understanding of these platforms allows you to navigate complex customer interactions seamlessly, facilitating a superior support experience.
• Meticulous and dedicated to delivering high-quality work, you consistently go above and beyond to exceed customer expectations and provide unparalleled support at a senior level.
• Your deep passion for fintech and the financial industry continues to drive your commitment to delivering exceptional customer service and contributing to the continued success and advancement of our innovative financial solutions.

Why You Should be Excited About This Role:

• Shape the future of Canadian fintech with a key role in our transformative mission.
• Drive data strategies and initiatives, contributing significantly to our growth trajectory.
• Join a dynamic team of passionate professionals making a lasting impact in the fintech landscape.
• Work with a dedicated crew that values innovation, collaboration, and continual growth.
• Influence how businesses perceive and utilize cross-border banking solutions in Canada.

Why Join Keep?

• We’re obsessed with investing in data-driven solutions and cutting-edge technologies.
• Be a part of a team that’s rewriting the playbook for the Canadian fintech industry.
• Data is the fuel for our growth engine, and you’ll be in the driver’s seat shaping our data strategies.
• Embrace a fully inclusive and 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-wins-the-race kind of person, our fast-paced, dynamic environment might be a bit of a rollercoaster.
• Given the nature of our industry and our rapid growth, ambiguity, and uncertainty are all part of the ride. If you prefer clear-cut structures or roles, you might find our dynamic environment a bit too adventurous.
• Collaboration is the heartbeat of Keep, and if you prefer to work in your own little bubble without engaging with the wider team, you might find our approach to teamwork a tad unconventional.

What’s the Interview Process Like?

• Initial People Screening to understand your experience and ensure a cultural fit.
• Get on a call with Molly.
• Get on a call with Thomas, our Operations Lead.
• Dive into an Exercise and Presentation, where you’ll showcase your skills through a comprehensive project.
• References.
• Offer. 🎉

Want to Learn More?

Head over to our webpage to discover more about us. Take a peek at our Glassdoor profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn page.