Customer Service Representative

**About Us**

**Paid, Inc.** provides a powerful all-in-one suite of foundational business tools for small and medium businesses in North America. Paid combines an intuitive website builder (PaidWeb), an eCommerce platform (PaidCart) with proprietary shipping tools (PaidShipping) and payment processing (PaidPayments) all through one platform.

**ShipTime** (PaidShipping) pushes the boundaries of what shipping can do for small and medium businesses. ShipTime has partnered with some of the top affiliations in North America (Costco, CFIB) to provide shipping rates from leading national carriers like Canada Post, UPS, DHL, FedEx, Purolator and more. ShipTime (PaidShipping) aims to make shipping easy, cost-effective and intelligent, providing all the pricing, service, and logístical information businesses need to make informed shipping decisions.

Together, **ShipTime & Paid Inc.** push the boundaries of what shipping and eCommerce can do for small and medium businesses. We aim to provide all the pricing, service and logístical information businesses need to make informed logístical decisions.

**About the role**

**Job Type**: Full-Time

**Salary**: $47,750 - $60,000 CAD/year

Remote Work: Hybrid (Two days in office per week)

In the role of Heroic Support Representative, you will own the user experience and be our shippers’ advocate within ShipTime. The Heroic Support Representative will assist and support customers end-to-end with their shipping needs from label creation, through to delivery. Possessing an excellent service attitude with the ability to be empathetic, responsive, and resourceful is the key to success in this role. If you’re an active listener that always puts the customer first, you will fit right in

Join our exciting, fast-growing team where heroic customer support is the name of the game. In fact, ShipTime has even trademarked the phrase Heroic Support, making outstanding customer support a core focus.

**Key Responsibilities**:

- Effectively manage incoming calls, chats, and tickets simultaneously.
- Understand customers’ needs to ensure excellent service standards.
- Resolve customer requests that you are accountable for with appropriate solutions.
- Interface with other parts of the organization, as needed.
- Respond to customers within target SLAs.
- Build sustainable relationships and trust with our customers.
- Have a high level of initiative and the ability to work independently within a team.

**Skills & Qualifications**:

- Must have a High School diploma (or equivalent).
- Able to work with multiple screens and systems concurrently.
- Call Center experience is an asset.
- Background in logistics is beneficial.
- Strong verbal and written communication skills in French and English.
- Strong analytical and problem-solving skills.
- Empathetic, responsive, and resourceful.

**Benefits**:

- Health Benefits (medical, dental, vision).
- GRSP Retirement Program.
- Stock Option Program.
- On-Site Parking.
- Ongoing training and learning opportunities.
- Personal and professional growth. Our company is small and growing quickly
- Well-stocked snacks, tea/coffee bar.

**Job Types**: Full-time, Permanent

Pay: $47,750.00-$60,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Stock options
- Vision care
- Work from home

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 3 years (preferred)

**Language**:

- French (required)
- English (required)

**Location**:

- Oakville, ON L6K 3V3 (preferred)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Oakville, ON L6K 3V3

Expected start date: 2025-05-16