User Success Specialist

Calgary, Alberta   |   Full Time

Flahmingo is hiring a User Success Coordinator to develop our User Success Department. Our goal: make every customer's experience at Flahmingo flock'n awesome! To do that, we need someone who understands our customer and what makes them tick. If you're a people person who is great at answering burning customer questions and can point customers in the right direction, we'd love to hear from you.

The User Success Coordinator is an integral part of Flahmingo's customer service team. They will be one of the first team members specializing in customer support and will shape how Flahmingo will deliver impeccable customer service. The successful candidate will work directly with Flahmingo's leadership team and will focus on how to make a customer's experience with Flahmingo downright incredible.

The clock’s Tiktok’in. What are you waiting for, join the flock!

What You'll Be Doing

At the beginning:

  • Define Flahmingo's customer service strategy before launch—determine support channels, create communication workflows, measure customer service performance and examine legal requirements
  • Establish a trusted relationship with the management team to prepare and strategize communication flows during peak customer service periods
  • Define a creative approach while interacting with customers that exemplifies our Flahmingo culture and voice
  • Understand the customer journey and identify the key areas for future improvement or support needed to aid in a customers experience with Flahmingo

Once we launch:

  • Spearhead and own external communication with current and potential users of the Flahmingo app.
  • Being able to identify issues with customers, get to the root cause of their issues and find viable solutions to satisfy their needs
  • Manage and lead a team of growing team members; mentoring and monitoring their progress as user specialists
  • Train new user success specialists and onboard them into the customer service team
  • Maintain customer success metrics and data and prepare monthly and quarterly reports to demonstrate performance and analyze areas to improve

What We're Looking For

  • 2+ years experience in a customer service or account manager role
  • Bachelor's degree or an applicable customer service diploma
  • Ability to organize a department and lead a growing customer service team
  • A people person who enjoys managing customer relationships and mastering technology to make a users customer service experience seamless
  • Minimum of 1-2 Year experience working for a startup is recommended but not required
  • Comfortable working as the liaison between various departments and customers
  • Analytics and process-minded individual

What’s In It For You

We want you to be part of building an exceptional fintech brand in Canada. So, here’s what we have to offer:

  • Competitive salary and the potential to receive stock options that may substantially accrue as the company grows
  • Flexible work options working in downtown Calgary
  • 24/7 access to the office space with amazing building amenities
    • Exceptional gym, pet-friendly building
    • Kombucha and coffee on tap
  • Weekly office lunches
  • A paid day off for your birthday
  • Work in a highly collaborative team

About Flahmingo

At Flahmingo, we believe that every Canadian should feel financially empowered. The current tools available to Canadians make finance complicated, Flamingo makes life easier. Flahmingo is on a mission to help one million Canadians through saving, investing and increasing financial literacy.

Flahmingo is a digital investment firm. We have created an application, where users can begin investing with as little as $1. Using a system called pies and slices, Flahmingo enables you to build a portfolio of your favourite companies and ETFs. These investments become slices of your pie. Using scheduled deposits and auto-magic round-ups (both investment automation strategies), users seamlessly grow their portfolios and maintain a diversified portfolio using the power of fractional shares. Using the power of fractional shares, Flahmingo allows you to own as little as $1 in companies like Tesla, Facebook and Apple. But the fun doesn’t stop there! With Flahmingo central, learn about the stock market in a fun and easy way.

Flahmingo Welcomes Everyone to Apply

At Flahmingo, we welcome diversity and appreciate a wide variety of backgrounds. We believe a myriad of skills and experience contributes to improved decision-making and enhanced innovation. This allows us to better serve our customers and community. The objective for our team members is to feel connected to the team through mutual value, respect, and understanding.

Please let us know if you require any accommodations or support during the recruitment process.

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