Fig

Bilingual Customer Experience Specialist

Fig

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$50,000 - CA$60,000 per year

About the role

  • Be the customer champion, understand customer needs, uncover root causes behind issues and go above and beyond to help customers find solutions.
  • Help customers through our various support channels (Phones, Emails & Chat). This includes answering questions about the product, helping customers with their application/loan and investigating issues.
  • Understand Fig’s business and its products and keep up to date with product changes and enhancements
  • Identify potential bugs and product enhancements through customer feedback and surface your findings appropriately.
  • Understand our internal tools and resources (Salesforce, Freshdesk, Onfido, Flinks, etc), and how best to utilize them when troubleshooting complex issues.
  • Follow internal workflows and processes with strong attention to detail.
  • Help to drive positive change throughout your team, department and Fig as a whole by sharing your opinion and feedback.
  • Analyze customer interactions and support data to identify trends, recurring issues, and opportunities to improve the borrower experience.
  • Partner with Product team by translating customer feedback and support data into actionable insights.

Requirements

  • You are fully bilingual, with exceptional communication skills, both written and verbal, in English and French
  • You excel at problem solving, have great troubleshooting abilities and are resourceful
  • You are a great communicator and are able to communicate clearly and concisely both over email, chat and over the phone
  • You are empathetic and put yourself into the shoes of our borrowers and understand their perspective and point of view
  • You are eager to learn, are curious and hungry for knowledge
  • You embrace change, value change and are excited by it
  • You believe that change equals growth for yourself and for Fig
  • You like teamwork and thrive in a collaborative work environment
  • You are a supportive teammate who is reliable, inclusive, positive and believe that working together is often necessary to achieve our goals
  • You are curious and analytical, enjoy digging into data to uncover patterns and root causes behind customer issues
Benefits
  • Competitive compensation
  • Retirement savings program with employer matching
  • Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
  • Generous time off to help you recharge
  • Parental top-up to support your growing family
  • Continuing education stipend to support your professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem solvingdata analysiscustomer support
Soft Skills
communicationempathyteamworkcuriosityadaptabilityanalytical thinkingreliabilityinclusivitypositivity