Customer Success Representative

1 week ago

Toronto, Canada Mastercard Full time

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Success Representative

Overview:
About Ethoca

We want the bold. We demand the best. And, we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, thought leaders excel and challengers make us better.

At Ethoca, we believe that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the payments ecosystem and prevent merchants and card issuing banks from focusing on what really matters - increasing sales and creating a great customer experience. Thankfully, our suite of services changes all that.

Before Ethoca, merchants and issuers would identify thousands of confirmed fraudulent and disputed transactions in isolation on a daily basis. Unfortunately, they had no way to securely share this intelligence. Introduced in 2011, our flagship product - Ethoca Alerts - revolutionized the industry by closing this information gap and giving merchants an unprecedented opportunity to stop fraud and chargebacks before they happen. We’re now expanding our product offering to be a full-some eCommerce solution with our Representments and Eliminator offerings. These new products are just the start of things to come as we are committed to retain our position as the most decorated Fraud & Chargebacks solution provider in the industry.

Our network has grown to more than 5,400+ merchants (including 7 of the world’s top 10 ecommerce brands) and 585 card issuers (14 of the top 20 in North America and 10 UK Issuers, including 6 of the top 10) and shows no signs of slowing down.

So now here’s the real question what’s taking you so long to join us?

The Role:
To support our continued growth and success, we are seeking a rock-solid Customer Success Representative who has excellent communication skills and a strong attention to detail.

This is not “just any” call centre role as over 90% of our customer interactions are done online The role of Customer Success Representative comes with tremendous responsibility: as the face of our brand, and voice of our customer, you’re empowered to do what it takes to get it right the first time.

To ensure you’re successful in delivering a world class customer experience, we will offer extensive in-house training to ensure that you have a strong understanding of our products, so you are able to effectively address our customer’s requests.

Your Challenge:

- Embrace our STAR principles (Speed, Transparency, Advice and Reliability) in each one of our customer interactions; take ownership of our customer experience and do what it takes to deliver on our best-in-class promise
- Compile and maintain all required records, documents and salesforce entries for all communication with customers
- Support the onboarding and account management teams by facilitating online demonstrations for all Ethoca products lines to new and existing customers
- Solve problems with unique and outside-of-the-box solutions
- Troubleshoot technical tickets; escalating and liaising with our internal teams to fix the issue
- Participate as a key team player by supporting team members and operations
- Develop and maintain expertise on all products, systems and processes
- Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
- Other duties and participation in process improvement or project teams as required

All about you:
Required Skills and Experience:

- 2+ years’ experience in a customer service environment
- Be passionate about what you do - take ownership of the customer interaction to ensure success
- The ability to work independently and as part of a in a multi-tasking environment where attention to detail is a must
- Excellent organization skills to prioritize work in a fast paced ever changing environment
- Excellent communication skills (both verbal and written), empathy, patience and the desire to exceed our customers’ service expectations
- Proficiency in MS Office - Outlook, Word, Excel and PowerPoint
- Work schedule flexibility: We service our global customer base between Sunday to Friday from 7:00 a.m. to Midnight ET (our shifts are set based on our customer demand and ma

  • Customer Success Representative

    17 hours ago

    Old Toronto, Canada Ace Management Group Full time

    The Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of Customer Outreach, and show a...

  • Customer Success Representative

    7 hours ago

    Old Toronto, Canada Ace Management Group Full time

    The Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of Customer Outreach, and show a...

  • Customer Success Representative

    2 weeks ago

    Toronto, Ontario, Canada BudSense Full time

    Customer Success LeadThe TeamThe BudSense team is full of highly capable, motivated, and dynamic people. We are a startup by every sense of the word. We don't believe in putting people in boxes. We aim to create opportunities for our team members to reach their full potential by mastering their primary skills and turning interests, weaknesses, and ambitions...

  • Customer Success Representative

    2 weeks ago

    Toronto, Ontario, Canada Jobber Full time

    Does your definition of success mean empowering others?:Then you should consider joining Jobber We're looking for a Customer Success Representative (Bilingual - Spanish) to be part of our Customer Success department.Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters,...

  • Customer Success Representative

    3 weeks ago

    Toronto, Canada RamSoft Full time

    **What are we looking for?** Through over 25 years of innovation in radiology software and SaaS solutions, RamSoft has provided several award-winning solutions to healthcare providers around the world. With state-of-art software and services, we are uniquely positioned to help Hospitals, Clinics and Physicians to deliver effective patient care. We love to...

  • Customer Success Representative

    3 weeks ago

    Toronto, Canada BudSense Full time

    **Customer Success Lead** **The Team** The BudSense team is full of highly capable, motivated, and dynamic people. We are a startup by every sense of the word. We don’t believe in putting people in boxes. We aim to create opportunities for our team members to reach their full potential by mastering their primary skills and turning interests, weaknesses,...

  • Customer Success Representative

    1 week ago

    Toronto, Canada NurseAchieve Full time

    **Customer Success Representative** **OVERVIEW** NurseAchieve is a leading provider of software products that support nursing schools. We provide preparatory courses through a combination of clinical excellence and technology leadership that enables a personalized curriculum approach that benefits all our students. We help nursing schools and their...

  • Customer Success Representative

    4 days ago

    Toronto, Canada NurseAchieve Full time

    **Customer Success Representative** **OVERVIEW** NurseAchieve is a leading provider of software products that support nursing schools. We provide preparatory courses through a combination of clinical excellence and technology leadership that enables a personalized curriculum approach that benefits all our students. We help nursing schools and their...

  • Customer Success Representative

    1 week ago

    Greater Toronto Area, Canada Texada Software Full time

    Position Overview The Customer Success Representative (CSR) is responsible for building and maintaining relationships with assigned customers, ensuring their satisfaction, and driving their success with Texada's products and services. The ideal candidate will be a highly motivated and results-oriented individual with a strong understanding of...

  • Customer Success Representative

    2 weeks ago

    Toronto, Canada Chair-man Mills Full time

    **Chair-man Mills**:A true leader in the event rental business and has earned this reputation through decades of being first-to-market with innovative designs and rental items and by maintaining a commitment to customer relationships that is second-to-none. **Position Overview** As an integral member of the Sales & Operations team, the Customer Success...

  • Customer Success Representative

    4 weeks ago

    Toronto, Canada Chair-man Mills Full time

    **Chair-man Mills**:A true leader in the event rental business and has earned this reputation through decades of being first-to-market with innovative designs and rental items and by maintaining a commitment to customer relationships that is second-to-none. **Position Overview** As an integral member of the sales & operations team, the Customer Success...

  • Customer Success Representative

    3 weeks ago

    Toronto, Canada Teranet Full time

    Who We Are Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government, utilities, and...

  • Customer Success Representative

    4 weeks ago

    Toronto, Canada Longbow Advantage Full time

    **Customer Success Representative** **_ Longbow Advantage_** is an end-to-end warehousing strategy company that leverages real-time data to manage people, processes, and warehouses through The Rebus® Platform, and WMS consulting services purpose-built to expand and enhance warehouse technologies. We take a holistic approach to warehousing strategy,...

  • Csr (Customer Success Representative)

    2 weeks ago

    Toronto, Canada RAB Design Lighting Full time

    **Customer Success Representative (CSR)** **RAB Design Lighting** is a Canadian owned and operated company that has been manufacturing quality commercial and industrial lighting products for over 50 years. The company serves the Canadian electrical distribution market with a broad offering of well-designed, cost-effective, and energy-efficient lighting...

  • Customer Success Representative, Bilingual French

    4 weeks ago

    Toronto, Canada Financeit Full time

    **Who we are**: Financeit is a point-of-sale financing provider serving some of the largest home improvement and retail organizations in Canada. Our platform helps businesses close more sales by offering customers affordable monthly payment options for their next big home improvement, vehicle or retail purchase. We are small enough that you can make an...

  • Customer Success Representative

    2 weeks ago

    Toronto, Ontario, Canada Upland Software Full time

    At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we...

  • Client Success Representative

    4 weeks ago

    Toronto, Canada Club Coffee LP Full time

    **Client Success Representative** The Client Success Representative ensures the highest levels of service and experience possible for the Clients of Club Coffee/ofi. The Client Success Representative is responsible for the intake and processing of all orders (EDI or manual entry), logistics and troubleshooting, and communication with warehousing services....

  • Customer Success Representative

    1 week ago

    Toronto, Canada Branch Furniture Full time

    **A BIT ABOUT US** Branch is shaking up the $46B office furnishing industry to build an office experience for the 21st century: easy, affordable and flexible so you can sit down (or stand) and get to work wherever you are. We pride ourselves as the industry leaders with record breaking NPS scores and chart topping customer satisfaction. We're a dedicated...

  • Customer Success Representative, Bilingual French

    2 weeks ago

    Toronto, Ontario, Canada Financeit Full time

    Who we are:Financeit is a point-of-sale financing provider serving some of the largest home improvement and retail organizations in Canada. Our platform helps businesses close more sales by offering customers affordable monthly payment options for their next big home improvement, vehicle or retail purchase. We are small enough that you can make an impact...

  • Customer Success Representative

    2 weeks ago

    Toronto, Ontario, Canada Branch Furniture Full time

    A BIT ABOUT USBranch is shaking up the $46B office furnishing industry to build an office experience for the 21st century: easy, affordable and flexible so you can sit down (or stand) and get to work wherever you are. We pride ourselves as the industry leaders with record breaking NPS scores and chart topping customer satisfaction. We're a dedicated team...