Join Borrowell as a Bilingual Member Experience Specialist. You will support the ongoing management of our support and operations tools, create member resources and agent responses for new products, and optimize how members and agents interact with our technology to deliver an excellent experience.
What You'll Do
- Create, translate, and maintain member educational resources for new products, functionalities, and feature launches
- Identify, create, and maintain agent template responses to improve messaging consistency and agent productivity
- Listen to members and address their questions about financial products and services by handling outbound calls, emails, and voicemails
- Monitor performance of automation, triggers, macros, articles, and workflows within support tools to identify pain points and efficiency opportunities
- Support the launch and future upkeep of other channels as well as ad hoc projects supporting the Team Lead
- Stay up to date with industry trends, new functionality, and best practices for support and operation environments
What We're Looking For
- Bilingual in French and English is required
- 2+ years of working with Zendesk or a similar customer relationship management tool
- 1+ year of customer service experience, with a preference for financial services environments
- Excellent writing and editing skills
- Proven ability to deal with ambiguity in a rapidly changing business environment
- Strong organizational and prioritization skills
Nice to Have
- Experience working in a fast paced, high output scale-up environment
- Experience supporting customers with loan or similar credit products
Technical Stack
- Zendesk
Team & Environment
You will be reporting to the Team Lead - Member Experience.
Benefits & Compensation
- Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
- Additional Health Benefits - virtual benefit offering that allows you to connect 24/7 with nurses, doctors and mental health professionals
- Maternity & Parental Leave Top-up
- WFH Reimbursement for gear and additional items
- Employee Development Benefit - annual reimbursements on payments to help your learning
- Givewell Benefit - 1 paid volunteer day a year
- Flexible working hours and a flexible vacation policy
Work Mode
This is a remote-first position for candidates located in Canada.
Borrowell encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.
