Part-Time Operations Analyst

Part-Time Operations Analyst (3 Month Contract)Shakepay, established in 2015, swiftly gained traction as one of Canada's fastest-growing financial institutions, leveraging a mission to introduce a Bitcoin golden age. With substantial backing from top venture capitalists and raising over $44M, the company has earned the trust of more than one million Canadians. Shakepay is redefining banking for the digital era, offering Bitcoin-friendly, secure, and rewarding financial services. Employees at Shakepay are instrumental in fostering an inclusive, opportunity-rich financial landscape for all Canadians.Shakepay is on the cutting edge of financial innovation, promoting the widespread adoption of Bitcoin in Canada. The firm offers a dynamic and collaborative environment that values continuous growth and development. With competitive compensation packages, stock options, extensive benefits, and remote working opportunities, Shakepay attracts ambitious individuals eager to contribute to its groundbreaking journey. By focusing on financial inclusion and the promise of Bitcoin, Shakepay aims to expand its influence and reach, transforming how Canadians interact with their finances.At Shakepay, we’re on a mission to usher in the Bitcoin golden age. We’re reimagining financial services to give every Canadian their fair shake.Our culture is built around doing work that matters, winning as a team, and celebrating success. If you're the kind of person who values growth, shipping fast, and sharing your ideas openly with a group of like-minded people, come and build with usAbout ShakepaySince 2015, we’ve been building the Shakepay app to make buying and earning bitcoin fast, easy, and secure. In 2022, we launched the Shakepay Card, allowing shakers to earn bitcoin rewards when they shop. Today, more than one million Canadians use Shakepay to grow their bitcoin savings and take control of their financial future.We’re regulated across all Canadian provinces and territories, and backed by renowned venture capitalists with a funding of $44M. We have a passionate, loyal, and growing community, and we’re looking for people who want to help us build something truly special.Part-Time Operations Analyst - 3 Month ContractAre you passionate about precision and find satisfaction in tackling tasks with finesse? The role is about creating a seamless experience for our customers. You have a detail oriented mindset, you thrive in ensuring accuracy and consistency, turning routine tasks into a symphony of efficiency. If this sounds like you, the Operations team is looking for you.What you’ll be doingDiagnose issues customers are experiencing with ShakepayHave an in-depth understanding of Shakepay’s offerings and processes to provide accurate and timely supportWork cross functionally with teams to resolve customer inquiries and ensure satisfactionRelay feedback about the customer’s experience cross functionally to other teamsAssist with KYC (Know Your Customer) account verification requestsReview submitted documents to support customers in regaining access to their accountsDemonstrate care and empathy while engaging with customersRespond to customer inquiries through chat and emailParticipate in regular training sessions and team meetingsCollaborate with internal teams through Slack and Google MeetApprove e-Transfers and manage pending transactionsExecute various types of actions to ensure the proper flow of crypto transactionsIdentify and escalate unusual account activity to the fraud or compliance teams as neededHelping with technical issues like 2FA, Mailgun, TwilloWho we’re looking for1+ years of experience in a Customer Support or Operational roleAbility to thrive in a collaborative, fast-paced environmentStrong attention to detailExcellent verbal and written communication skillsBilingual proficiency in French and EnglishBasic knowledge of Bitcoin and blockchain technologiesYou shake every dayHelp shape the future of money: Be part of a team that's revolutionizing financial services in Canada, one sat at a time.Impact millions: As cryptocurrency continues to gain traction, our potential for growth is massive. You can help us bring Shakepay and Bitcoin to all Canadians.Grow your career: We’re growing, and so can you We have programs in place to encourage continuous learning, growth, and development.Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.Perks and benefits Be an owner - Every employee has stock options as part of their total compensation. Reach your goals - Yearly salary assessments. Health & wellness : Access to health and dental coverage, including health and wellness spending accounts. Remote-friendly: Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto. Level Up: A $2,000 annual budget for courses, certifications, and training to support your career growth. Time off: 20 days of vacation per year. And if you use all your vacation, we give you a $1,000 bonus. Parental leave: Enjoy a parental leave top up to 100% of your salary for 18 weeks. Have fun together: quarterly team-specific or company-wide offsite to connect with each other.We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply.Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians. #J-18808-Ljbffr