Operations Analyst 3 Month Contract

At Shakepay, we’re on a mission to usher in the Bitcoin golden age. We’re reimagining financial services to give every Canadian their fair shake.Our culture is built around doing work that matters, winning as a team, and celebrating success. If you're the kind of person who values growth, shipping fast, and sharing your ideas openly with a group of like-minded people, come and build with us!About Shakepay

Since 2015, we’ve been building the Shakepay app to make buying and earning bitcoin fast, easy, and secure. In 2022, we launched the Shakepay Card, allowing shakers to earn bitcoin rewards when they shop. Today, more than one million Canadians use Shakepay to grow their bitcoin savings and take control of their financial future.

We’re regulated across all Canadian provinces and territories, and backed by renowned venture capitalists with a funding of $44M. We have a passionate, loyal, and growing community, and we’re looking for people who want to help us build something truly special.

Operations Analyst - 3 Month Contract

Are you passionate about precision and find satisfaction in tackling tasks with finesse? The role is about creating a seamless experience for our customers. You have a detail oriented mindset, you thrive in ensuring accuracy and consistency, turning routine tasks into a symphony of efficiency. If this sounds like you, the Operations team is looking for you.

What you’ll be doing

• Diagnose issues customers are experiencing with Shakepay
• Have an in-depth understanding of Shakepay’s offerings and processes to provide accurate and timely support
• Work cross functionally with teams to resolve customer inquiries and ensure satisfaction
• Relay feedback about the customer’s experience cross functionally to other teams
• Assist with KYC (Know Your Customer) account verification requests
• Review submitted documents to support customers in regaining access to their accounts
• Demonstrate care and empathy while engaging with customers
• Respond to customer inquiries through chat and email
• Participate in regular training sessions and team meetings
• Collaborate with internal teams through Slack and Google Meet
• Approve e-Transfers and manage pending transactions
• Execute various types of actions to ensure the proper flow of crypto transactions
• Identify and escalate unusual account activity to the fraud or compliance teams as needed
• Helping with technical issues like 2FA, Mailgun, Twillo

Who we’re looking for

• 1+ years of experience in a Customer Support or Operational role
• Ability to thrive in a collaborative, fast-paced environment
• Strong attention to detail
• Excellent verbal and written communication skills

Bonus points

• Bilingual proficiency in French and English
• Basic knowledge of Bitcoin and blockchain technologies
• You shake every day!

Why join us?

• Help shape the future of money: Be part of a team that's revolutionizing financial services in Canada, one sat at a time.
• Impact millions: As cryptocurrency continues to gain traction, our potential for growth is massive. You can help us bring Shakepay and Bitcoin to all Canadians.
• Grow your career: We’re growing, and so can you! We have programs in place to encourage continuous learning, growth, and development.
• Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.

Perks and benefits

• 🤝 Be an owner - Every employee has stock options as part of their total compensation.
• 🥅 Reach your goals - Yearly salary assessments.
• 🦷 Health & wellness : Access to health and dental coverage, including health and wellness spending accounts.
• 🌎 Remote-friendly: Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto.
• 🆙 Level Up: A $2,000 annual budget for courses, certifications, and training to support your career growth.
• 🌴 Time off: 20 days of vacation per year. And if you use all your vacation, we give you a $1,000 bonus.
• 🐣 Parental leave: Enjoy a parental leave top up to 100% of your salary for 18 weeks.
• 🙌 Have fun together: quarterly team-specific or company-wide offsite to connect with each other.

We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply.

We encourage applications from everyone, regardless of background and life experience. We’re firm believers thata little bit of slope makes up for a lot of y-intercept.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.