Customer Success Agent

1 month ago

Montréal, Canada Purpose Unlimited Full time

Purpose Unlimited is an independent financial services company with an unrelenting focus on customer-centric innovation, delivered through technology-driven solutions. Led by entrepreneur Som Seif, the company is developing a diversified product platform aimed at addressing historically underserved segments of the market. Purpose Unlimited's businesses include Purpose Investments, Advisor Solutions by Purpose, and Driven.
Who is DRIVEN?
At DRIVEN, we are changing the landscape of financial technology Simply put, our mission is to empower Canadian small businesses through innovative financial services. At the heart of our offering is our digital experience, which is powered by our proprietary software platform, our real-time connections to a multitude of data sources, and our advanced data science models. We are squarely in the corner of owners and entrepreneurs, providing for them, and at the right moment, the financial support they need to grow and thrive.

**Job Summary**:
Reporting to the Director - Sales Performance, the Customer Success Advisor (CSA) role will be responsible for guiding customers through our digital lending platform. The CSA will provide small business owners with advice, knowledge, and financial solutions that fit their business today and tomorrow by responding to real-time and offline requests for support through our Chat and call center systems. They will also prioritize leads to fund digital conversions for new and existing customers. Advocating for the best digital customer experience, the CSA will work with a cross-functional team on the development of key messages, information resources, and marketing-oriented customer lifetime value activities.
Driven has a culture that values action and results - this is a role for enterprising customer service first individuals with an innate ability to guide, educate, and convert business owners towards meeting their needs with our solutions. This individual is ready to roll up his/her sleeves and drive performance toward short-term measurable results and long-term value creation.

What you will do?
- On-board potential customers to our digital lending platform solution from various lead sources.
- Respond to real-time and offline client requests for support through our Chat (Intercom). Interject with appropriate information to help with client decision-making.
- Update knowledge base center content (Intercom) with FAQs to allow customers to get answers quicker.
- Address technical support issues working with IT support and within the Driven internal platform.
- Drive online conversions of customers through the leveraging of your knowledge of Driven’s products and your superlative customer management skills.
- Collaborate with a cross-functional team of sales, marketing, product, and other customer service professionals to ensure the best possible experience for clients.

Who you are?
- Results Orientated. You have a proven track record as an action-oriented individual. You have a positive, resilient, can-do attitude, combined with a practical approach to set the pace and simplify complex problems.
- A Leader. You are performance-orientated with a sense of shared purpose and the collective skill sets needed to deliver stretch goals. You are comfortable and self-confident in leveraging the skills of a strong organization.
- Both a Collaborator and an Influencer. You are team-oriented and love building enduring relationships. You have a natural drive and bias to work with peers and customers.
- Customer Obsessed and a Brand Ambassador. You put yourself in the customer’s shoes at all times, actively listen, and show empathy in every interaction with them. You are a relationship builder and look to delight customers and surpass their expectations while protecting the assets of the company.
- Tech Savvy. You learn quickly and are very comfortable with systems, software, and technology. Ideally, you are familiar with Salesforce.
- Comfortable working in a fast-paced environment.
- Bilingual (French and English) is a must.

Why you should join us?
- We are one of Canada's Top Small & Medium Employers'2023.
- We believe in innovation and a vibrant culture - work for an innovative, people-first, financial services firm that values entrepreneurialism.
- We believe in a flexible work structure - A flexible hybrid work model that empowers you to do your best work whether at home or the office.
- We care about your rewards - Competitive compensation including equity program.
- We care about your health - comprehensive group health and dental benefits and life insurance at little to no cost to you, We also offer a Lifestyle Spending Account for all your wellness needs.
- We care about your quality of life - flexible paid time-off policy with unlimited vacation days, and flexible sick and mental health days.
- We care about your family - Paid parental leave for eligible employees with a top-up.
- We care about your future - Generous Group RRSP matchin

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