User Success Agent

About Koho

Koho is a high profile FinTech company backed by some of the leading investors and advisors across Canada and Silicon Valley. More than 10,000 Canadians have signed up to join Koho and we’re just getting started.

We’re building Koho because we think there is a real opportunity to democratize the best financial tools for all Canadians, without profiting from fees, complexity and confusion. 

We’re starting with the Koho Visa* Prepaid Card and mobile app that allows users to manage daily financial needs (direct paycheque load, bill pay, ATM cash withdrawals, etc.), while offering tools such as automated savings goals, real-time updates, transfers, spending insights, categorizations and much more. You can see what people are saying about us here & what we’re working on here.

Responsibilities 

• You will be one of the main points of contact for Koho users, responding to issues and feedback from our users
• You will monitor and respond to users’ inquiries via in-app chat, email, and telephone
• You will monitor the funds loading process
• You will contribute to a monthly brainstorm session on how Koho can make our users’ experience even better
• You’ll report any bugs or crash reports to our tech team and communicate to the user on our progress
• You’ll encourage users to provide any feature requests on our public Trello board and have them vote for what they want Koho to work on
• Lastly, you’ll champion Koho’s vision to help others live the life they want to live by empowering people financially.

Requirements

• A belief in “1+1=3” the idea that collaboration, connection, and open communication always leads to a better outcome
• A desire to innovate and explore new ways of doing things through creativity and open mindedness
• Clear, honest and transparent communicator who would rather overshare the truth than obscure it
• A drive to always be learning and growing while passionately striving for results. A self starter able to learn new tools quickly and work in a fast evolving environment.
• Positive attitude
• Prior experience in customer service, user success, and/or client services (minimum 1 year)
• Experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc. and/or experience in responding to customer inquiries via e-mail and phone
• Hard-working, detail-oriented, and efficient in managing multiple conversations with various users
• Excellent written and verbal communications skills
• Comfortable working outside of the traditional 9-5 work schedule to offer exceptional support to all our users
• Post-secondary degree or equivalent professional experience.

Benefits

Working at Koho

We can’t stand lip-service values. We invest time and resources into making sure Koho is as good as the people we hire. Just some of the reasons to apply:

• Solve an important problem with an exceptional team
• Get equity in a company you believe in
• Full health and dental coverage
• Growth minded company, including access to a personal coach
• "Powder days" to give you the flexibility you need