The Customer Experience Representative plays a critical role in delivering an exceptional customer experience. More than just solving problems, this role is about creating meaningful, positive interactions, bringing energy, empathy, and a solutions-focused mindset to every customer touchpoint. You will take ownership of each interaction, ensuring customers feel heard, supported, and confident in our services, while consistently delivering best-in-class service.

Shifts: The job will begin with 3 months of in-office training, from 9am - 5pm. Following the training, the regular working shifts will be ‘Morning’ (9am - 5pm), ‘Afternoon’ (4pm - 12am) and ‘Night’ (12am - 8am).

What You’ll be Doing

- Serve as a primary point of contact for customer and merchant inquiries via email, live chat, and phone support, delivering timely, accurate, and professional assistance.
- Troubleshoot and resolve customer issues related to transactions, payouts, refunds, and platform usage.
- Manage and de-escalate complex or sensitive customer situations with empathy, professionalism, and sound judgment.
- Accurately document all interactions, ensuring clear, detailed, and compliant records within CRM and support tools (Freshdesk, Jira, etc.).
- Use the NATO phonetic alphabet where appropriate to ensure clarity and precision in communication and documentation.
- Collaborate with internal teams to investigate issues, escalate when required, and ensure full resolution.
- Investigate and troubleshoot payment related inquiries, including deposits, payouts, refunds, reversals, pending transactions, failed transactions.
- Monitor trends in customer inquiries and identify recurring issues to support root cause analysis and process improvement.
- Contribute to the development and maintenance of knowledge base content, SOPs, and self-service resources.
- Leverage dashboards and reporting tools to track performance, identify insights,



and improve customer experience outcomes.
- Support a 24/7 service environment by participating in rotating shifts, including evenings, nights, and on-call coverage as required.
- Continuously build product and process knowledge to provide informed, efficient, and high-quality support.

What We’re Looking For

- Customer Support Experience:
- - Experience in fintech, banking, e-commerce, or another high-volume transactional environment is considered a strong asset.
- Proven background in customer-facing roles, with a focus on resolving issues, managing escalations, and delivering a consistent and positive customer journey.
- Demonstrates a proactive approach to customer engagement, feedback collection, and long-term satisfaction.

- Communication Skills:
- - Strong verbal and written professional communication skills.
- Capable of simplifying complex concepts for diverse audiences while maintaining professionalism.
- Familiarity with NATO phonetic alphabet to ensure clarity and accuracy during phone communication and documentation.

- Technical Proficiency:
- - Proficient with web-based applications, CRM tools, and Microsoft Office Suite (Word, Excel, Outlook), as well as communication and support platforms including Slack, Freshdesk, and Jira.
- Able to quickly adapt to new software, tools, and systems.
- Comfortable working with structured data, with familiarity in JSON, APIs, transaction IDs, request/response data, and query structures considered a strong asset.

- Problem-Solving:




- - Skilled in troubleshooting and resolving issues efficiently while maintaining a calm and skilled demeanor under pressure.
- Proficient in reading and creating flowcharts, and applying detailed reporting standards to support clear communication, root cause analysis, and process improvements.

- Additional Qualifications & Desired Attributes
- Highly organized, detail-oriented, empathetic, and adaptable to dynamic, fast-paced environments.
- Demonstrates a proactive, overachiever attitude, with the ability to work flexible shifts, including days, evenings, and weekends available on call.
- Familiarity with financial processes such as transactions, payouts, or refunds.
- Exposure to support environments with automated workflows, self-service content strategies, or knowledge base development.
- Comfort with using data dashboards or analytics tools.
- Customer-first mindset with a focus on long-term experience, not just issue resolution.
- Proactive problem-solving and continuous improvement orientation.
- Strong documentation and process discipline.
- Adaptability and ownership in a dynamic, evolving environment.

Compensation & Perks

- $65,000 – $80,000 Annual Compensation.
- Annual Bonus.
- RRSP and DPSP.
- Health & Dental Benefits.
- Health & Wellness Spending Accounts.
- Perkopolis Staff Discounts.
- On-Site Gym + Fitness Membership Concessions.
- Coffee Bar with Barista + Unlimited Snacks.
- Monthly Events, Friday Lunches & Daily Breakfast.
- Professional Growth & Development Opportunities.

Company Overview

At Space Ops, we're a team of innovators, problem-solvers, and builders passionate about creating technology that makes a difference. We thrive on collaboration, curiosity, and continuous learning, empowering every team member to make an impact. If you're looking for meaningful work, opportunities to grow, and a fun, supportive culture where great ideas come to life, Space Ops is the place for you.

📌 Customer Experience Representative (Canada)
🏢 SpaceOps
📍 Canada