Customer Success Specialist

1 week ago

Vancouver, British Columbia, Canada ElektraFi Full time

Company Overview:

Elektrafi is a Canadian financial wellness startup focused on revolutionizing the way individuals manage their finances. Our cutting-edge budgeting and financial planning tool is designed to provide actionable, personalized advice to help users take control of their financial futures. Our mission is to become the go-to resource for employees seeking accessible, reliable, and comprehensive financial guidance, regardless of income or financial background.

We are seeking a
Part-Time Customer Success with additional responsibilities in  Quality Assurance,

to ensure our clients achieve measurable value from our platform. This role is ideal for a proactive, customer-centric individual who thrives in a fast-paced, high-impact environment.  As we grow, we would love to transition this into a full time permanent position.

Key Responsibilities

  • Serve as the primary point of contact for assigned clients.
  • Onboard new clients and ensure successful platform adoption.
  • Configure platform customization for enterprise customers
  • Proactively monitor client usage and engagement; suggest optimizations.
  • Execute customer success playbook steps, including health checks, QBRs, and personalized nudges.
  • Handle incoming client queries via email, chat, and calls.
  • Collaborate with Sales and Product teams to relay feedback and product improvement suggestions.
  • Maintain accurate records in CRM and CS tools; report on KPIs regularly.
  • Any other related projects to drive customer engagement and satisfaction

Additional Responsibilities

  • Perform
    routine quality assurance testing

across the ElektraFi SaaS platform to ensure functionality, usability, and data accuracy.
- Execute
manual test cases

for new features, enhancements, and bug fixes prior to release.
- Identify, document, and track bugs or defects using internal tools, providing
clear reproduction steps and expected outcomes

.
- Validate fixes and improvements post-release to confirm resolution and prevent regressions.
- Act as the
voice of the customer

by flagging usability gaps, friction points, and inconsistencies observed during testing.
- Collaborate with Product  teams to
prioritize issues based on customer impact

.
- Support
UAT (User Acceptance Testing)

for client-facing releases and onboarding flows.

Qualifications & Skills

We recognize that skills and experiences come in many forms. If you meet most of the requirements, we encourage you to apply.

  • 1–3 years experience in
    Customer Success, Account Management, or SaaS support
    .
  • Strong understanding of
    SaaS fintech platforms
    and willingness to learn quickly.
  • Excellent
    written and verbal communication skills
    .
  • Ability to analyze usage data and provide actionable insights.
  • Customer-first mindset; detail-oriented and proactive.
  • Comfortable working independently in a hybrid environment
  • Experience testing
    SaaS or fintech platforms
    .
  • Familiarity with QA tools (e.g., Jira, Linear, ClickUp, TestRail, or similar).
  • Understanding of
    user journeys, onboarding flows, and role-based permissions
    .
  • High attention to detail with the ability to balance speed and quality.

What We Offer:

  • Competitive salary and benefits package:
  • Opportunity to make a significant impact on a fast-growing startup
  • Supportive, inclusive, and collaborative work environment
  • The chance to work with cutting-edge technologies and contribute to a meaningful product

To Apply:

If you are a motivated and experienced SDR ready to help shape the future of financial wellness, we want to hear from you

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