Service Delivery Specialist

1 week ago

Waterloo, Canada Green Brick Labs Full time

Work from Anywhere in Ontario_

**_ Hiring Immediately_**

**Schedule**: 5:00 PM - 1:00 AM EST | Wednesday to Sunday (weekdays flexible)
**Type**: Full-Time Contract

**About the Role**

We’re looking for a detail-oriented and dependable Service Delivery Specialist to join our team and play a key role in delivering exceptional service to our customers during evening hours. In this fully remote position, you’ll serve as the frontline for handling customer inquiries, performing financial reviews, and investigating account-related issues. If you thrive in a fast-paced environment, love solving problems, and are comfortable working independently—this role is for you.

**What You’ll Do**
- **Respond to Customer Support Tickets**: Triage and resolve incoming customer inquiries with accuracy, professionalism, and empathy.
- **Conduct Financial Reviews**: Verify account activity, validate transactions, and assess potential issues for compliance and accuracy.
- **Lead Customer Investigations**: Dive deep into reported incidents or unusual account behavior to identify root causes and ensure resolution.
- **Ensure Service Excellence**: Monitor support queues and maintain response time standards, even during high-volume periods.
- **Collaborate Cross-Functionally**: Coordinate with internal teams (e.g., R&C, Devs, Operations) to escalate or resolve complex issues.
- **Maintain Accurate Records**: Document investigations and support activities clearly and consistently within our systems.

**What We’re Looking For**
- Prior experience in customer support, operations, trust & safety, or financial services is a strong asset.
- Excellent written communication skills and a customer-first mindset.
- Strong analytical skills and the ability to identify patterns or inconsistencies in data.
- High attention to detail and a problem-solving mentality.
- Comfortable working autonomously and handling sensitive information with discretion.
- Must be tech-savvy and comfortable using multiple tools/platforms simultaneously.
- Flexible and dependable—you’ll be the go-to person during evening hours, including weekends.

**Why Join Us?**
- **Fully Remote**: Work from anywhere in the world during your preferred evening hours.
- **Autonomy & Impact**: Your work directly contributes to our customer experience and operational success.
- **Supportive Team Culture**: Join a team that values collaboration, initiative, and continuous improvement.
- **Room to Grow**: As we scale, so will your opportunities—this is a great role for someone looking to grow within a dynamic and fast-paced environment.

**Ready to Apply?**
If you’re excited to make a difference and help support a growing customer base during critical off-peak hours, we’d love to hear from you.

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