About KOHO
KOHO's on a mission to flip the script on personal finance for Canadians, building products that are refreshingly transparent and brain-dead simple to manage. Since launching in 2017, we've grown a community of over 2 million users. Top investors worldwide have bought into our vision, backing us with a whopping $320M to turn our game plan into reality.
Curious about our vibe? Peek into our culture here and check out what our team's really saying here!
About the Role
Reporting to the Transaction Fraud and Disputes Team Leader, the Dispute Support Specialist will be the critical behind-the-scenes operator keeping our fraud and dispute machine running smoothly. You'll support 23 remote agents, tackle agent request tickets, make write-off decisions, manage queue logistics, and coordinate team movements. Sometimes, you'll even interface directly with customers or law enforcement. We need someone who can solve puzzles, use killer judgment, show genuine empathy for users navigating disputes, and communicate transparently about team challenges and improvement opportunities.
What You'll Do
Respond to agent-submitted support requests and review cases to provide final approvals for write-offs.
Liaise with customers on escalations, acting as their first point of contact in an escalation.
Monitor queues and wait times and move resources as needed.
Maintain reporting on escalation trends and understanding of agent knowledge gaps through ticket requests.
Verify legitimacy of police reports and monitor general support requests from Fraud & Dispute channels via Slack.
Collaborate externally with Wealthsimple to ensure alignment of team goals with overall fraud strategy objectives.
Craft well-structured recommendations that address business challenges.
Present insights, findings, and strategic initiatives to leadership teams.
Influence decision-making through strong analytical storytelling and persuasive communication.
Who You Are
You have at least 2 years of customer service background with strong verbal and written communication skills that will be leveraged internally and externally.
You have Experience in Fraud and Disputes investigations and chargebacks.
You are a fast learner and can work autonomously, thinking ahead to anticipate customer objections, questions, and possible outcomes.
You are curious and look for solutions while finding opportunities to improve the status quo.
You enjoy solving problems and use facts and data to drive decisions.
You can clearly identify trends in agent knowledge gaps and are passionate about supporting KOHO in achieving its key financial and customer service goals.
You operate well in fast-paced settings with shifting priorities, always staying focused on impact.
You are comfortable managing cross-functional, multi-stakeholder projects and communicating through presentations.
What's In It For You?
We invest time and resources into making sure KOHO is as good as the people we hire. Here are some of the reasons we attract the best people:
🧘♂️ Balance Your Life - Company-wide summer wellness days, winter holiday closure, personal days, a wellness spending account, and maternity & parental leave top-up
💻 Remote First - Work from anywhere in Canada with a budget to set up your home office
🆙 Level Up - Access to an in-house certified performance coach and an annual training budget
🙌 The KOHO Culture - We have won 7 "Great Place to Work ®" awards since 2019
🤝 Be an Owner - Every KOHO employee gets a generous amount of equity with a 10 year exercise window
The KOHO culture is one of collaboration, creativity, and diverse perspectives. We are committed to building and fostering an inclusive, accessible environment for everyone. If you have any questions, concerns, or requests regarding accessibility needs, please contact [email protected] and the People and Culture team will be happy to help.
AI Disclosure: KOHO uses artificial intelligence (AI) in certain aspects of its recruitment process to screen, assess, or select applicants. For any questions or concerns, please contact us at [email protected].
Note: this posting is for an existing vacancy that we are seeking to fill.
#LI-Remote
Compensation Range: CA$65K - CA$77.5K
