Mogo (TSX, NASDAQ: MOGO) is empowering its more than one million members with simple digital solutions to do money like you mean it. Through the free Mogo app, consumers can access a digital spending account with Mogo Visa* Platinum Prepaid Card, the only card of its kind in Canada. The MogoCard makes it easy to enjoy spending control while doing good for the planet by planting a tree for every purchase. The Mogo app also enables you to easily buy and sell bitcoin, get free monthly credit score monitoring and ID fraud protection, and access personal loans. Mogo’s wholly-owned subsidiary, Carta Worldwide, also offers a digital payments platform that powers the next-generation card programs from innovative fintech companies in Europe, North America and APAC, while Mogo’s wholly-owned subsidiary Moka is bringing automated, fully-managed flat-fee investing to Canadians from coast to coast to coast. To learn more, please visit mogo.ca or download the mobile app (iOS or Android).
As a member of the Customer Success team, you’ll be responsible for assisting users with a range of needs, from resolving various issues to answering any questions they might have about the product or their account. As the frontline of our company, you’ll use exemplary empathy and product expertise to ensure users have a positive experience across the entire user journey.
What you’ll do:
Communicate with users via in-app message, live chat and email;
Respond to incoming user inquiries for various topics such as account inquiries, transaction inquiries, and technological assistance;
Educate our users with respect to our product;
Anticipate customer needs and exceeding their expectations in terms of quality of service and support;
Triage, prioritize and dispatch tickets to the appropriate team members;
Perform workflow tasks to onboard new users;
Use the customer’s feedback to help streamline and optimize internal processes;
Act as a brand ambassador for Mogo, regularly using our suite of products, sharing the brand with friends and family, and providing feedback to the team for improvements.
Who you are:
You demonstrate innate empathy and have amazing customer service and written communication skills.
You have a passion and curiosity for finance and investing, and might even be an amateur trader.
You have a natural talent for explaining these concepts simply.
You are curious, proactive, motivated, and are comfortable in a fast-paced environment.
You are able to collaborate and ask the right questions to quickly solve problems.
What you’ll need:
2+ years experience in customer support/success, or in a similar role.
Fully bilingual in French and English.
Schedule flexibility as we evolve to meet the growing demands of our customers.
Post-secondary degree/diploma is a nice to have but not a hard requirement.
Bonus: Completed the Canadian Securities Course (CSC) offered by the CSI. If you haven’t, don’t worry; tell us why you would be interested in the CSC and we might be able to support you through our learning and development initiatives.