Job Description

About Us

At Phantom Compliance, we're on a mission to break financial barriers for entrepreneurs, ensuring they have seamless access to financial services. Since 2009, our Calgary-based FinTech consulting firm has fostered a culture of innovation, teamwork, and continuous growth.

We're looking for highly motivated individuals who are passionate about serving businesses and driving team success. Help us empower business owners to achieve their goals and make a real impact on their growth.

About the Role

Client support is more than just answering questions - it's about building lasting relationships and helping our recurring business clients thrive. We're on the lookout for a highly motivated and adaptable Client Success Specialist with 1-3 years of experience in B2B client support to join our cross-functional team.

This role is full-time, 40 hours per week, from 9 am to 5 pm, and the starting wage is between $17-19 per hour, negotiable pending on demonstrated impacts.

If you have a proactive and empathetic approach to client interactions, excel in fast-paced environments, and are tech-savvy with a willingness to learn new skills quickly, we want to hear from you. This isn't just a job - it's a chance to be part of something bigger.

Responsibilities

• Provide first-line client solutions via email, chat, and phone, ensuring timely and effective resolution of inquiries.
• Troubleshoot product-related issues based on the scope of work listed in the master service agreement for each client, and collaborate with internal teams to escalate complex cases.
• Educate clients on product features, best practices, and self-service solutions to enhance the user experience.
• Maintain and update our knowledge base with FAQs, guides, and troubleshooting tips on our internal cloud-based tools.
• Maintain a deep understanding of our products and services to accurately answer client questions.
• Escalate complex issues to the appropriate teams, ensuring timely resolution and follow-up.
• Gather client feedback and share insights with cross-functional teams to drive continuous improvement.
• Support onboarding and back-office activities by guiding clients through initial setup and best practices.
• Participate in job rotation to gain experience in various roles and contribute to different aspects of client solutions.
• Proactively identify opportunities to improve the client experience and suggest solutions.

What We're Looking For

• Adaptability: Thrives in fast-paced environments and is comfortable wearing multiple hats for team success.
• Learning Agility: A quick learner with a strong desire to expand their knowledge and contribute to the team's success.
• Teamwork: Thrives in a collaborative environment and prioritizes teamwork to achieve shared success.
• Communication: Possesses excellent written and verbal communication skills to explain complex concepts clearly and concisely to demanding clients.
• Problem-Solving: A natural at identifying the root cause of problems and finding effective solutions.
• Resourcefulness: Comfortable with ambiguity and has a "figure it out" mentality.
• Tech Savvy: Proficient with Slack, HubSpot, and Google Workspace with a willingness to learn PandaDoc, Jira, Loom, or Confluence (or similar tools).

Bonus Points

• Previous progressive experience in B2B client support, preferably 1-3 years.
• Experience in small companies or startups is preferred.
• Experience with back-office client support.
• Strong disciplines and care for team success and proactivity.

What We Offer

• The opportunity to be part of a rapidly growing financial consulting company with international clients.
• A generous health spending account.
• Hybrid work arrangements to support a healthy work-life balance.
• Regular team events to foster a sense of community and teamwork.
• A collaborative and supportive work environment with a focus on Diversity, Equity, Inclusion, and Belonging (DEIB).
• Opportunities for continuous learning and professional development to support a growth mindset.

To Apply:

Only shortlisted Calgary candidates will be contacted for a prescreening phone interview. Subsequently, successful candidates will be invited for an interview with the hiring manager and a final interview with the company executive. All offers are conditional pending on security clearances.

All personal information collected during the application process will be treated as confidential and processed in accordance with Alberta personal data protection regulations and used solely for recruitment purposes.

Phantom Compliance is an equal opportunity employer committed to diversity, equity, inclusion, and belonging, and all qualified applicants will receive consideration for employment without regard to any protected characteristic.

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Additional pay:

• Bonus pay

Benefits:

• Extended health care
• Paid time off
• Tuition reimbursement
• Work from home

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• B2B sales: 3 years (preferred)
• Customer support: 3 years (required)
• Communication skills: 3 years (required)
• HubSpot: 1 year (preferred)
• Customer retention: 3 years (preferred)

Location:

• Calgary, AB T2P 3G6 (required)

Work Location: Hybrid remote in Calgary, AB T2P 3G6

Application deadline: 2025-02-19
Expected start date: 2025-03-17