Journey Capital

Customer Success Agent

Journey Capital

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

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About the role

  • Own the post‑funding customer experience end‑to‑end, including onboarding, welcome outreach, portal enablement, communication preferences, and access to account documentation.
  • Act as the primary non‑sales point of contact across the customer lifecycle, delivering proactive check‑ins that reduce reactive support needs.
  • Drive consistent, high‑quality communication that strengthens customer trust and improves NPS.
  • Educate customers on effective use of the customer portal functions.
  • Clearly explain how customer behavior impacts renewal eligibility, pricing, and future borrowing opportunities.
  • Provide guidance and education on risks to long‑term financing health.
  • Ensure customers understand available programs and offers in a clear, advisory, non‑sales manner.
  • Own the LOC renewal program for open lines not reviewed in 24+ months, including proactive outreach and review initiation.
  • Work cross-functionally Risk, Sales, and Collections teams, ensuring alignment and smooth execution.
  • Monitor unused or minimally used LOCs, engage customers to assess continued suitability, and surface recommendations to maintain, adjust, or close accounts.
  • Manage customer expectations throughout renewal and review processes with transparency and clarity.
  • Conduct structured outreach to customers who do not renew to understand decision drivers and retention opportunities.
  • Engage customers who refinance or renew with competitors to gather qualitative feedback on offer structure, pricing, and experience.
  • Support competitor‑related payout inquiries in a non‑confrontational, informational manner, preserving long‑term relationships.
  • Identify recurring themes impacting churn, competitiveness, and repeat borrowing behavior.
  • Represent the customer voice internally, identifying experience gaps and friction points.
  • Maintain accurate reporting on engagement, renewals, usage, and customer feedback to inform leadership decisions.
  • This role will evolve as the business grows.

Requirements

  • A customer‑focused approach built on listening and trust.
  • Excellent verbal and written communication skills, in French and English.
  • The ability to organize, prioritize, and manage multiple files with accuracy.
  • Strong professional judgment and a consultative, non‑sales approach.
  • Flexibility and adaptability in an evolving environment.
  • The ability to collaborate effectively with cross‑functional teams.
  • An interest in continuous improvement and representing the voice of the customer.
  • A willingness to learn, receive coaching, and grow in the role.
Benefits
  • Competitive compensation
  • Flexible work schedule
  • Remote or in-office work
  • $1,500 for professional training and classes
  • Free English or French tutoring classes
  • Free gym access
  • Free coffee & snacks
  • Regular events & team building activities
Applicant Tracking System Keywords

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

Soft Skills
customer-focused approachverbal communication skillswritten communication skillsorganizational skillsprofessional judgmentconsultative approachflexibilityadaptabilitycollaborationcontinuous improvement