Discover

The Opportunity

Toronto, ON
Customer Service
Experienced
Full-time

CareGuide is one of Canada’s fastest growing startups. We make it easier for families and individuals to find care for their loved ones through a portfolio of specialized marketplaces, including Housekeeper.comNanny Lane, ElderCare.com, and 26 others.

We have a history of being unorthodox. In 2015, we acquired CanadianNanny.ca and tripled its revenue within a year. In 2016, we made our foray into FinTech through an in-house payroll solution, and we’ve built a one-of-a-kind investor group including over 60 successful entrepreneurs. Last year, we launched Nanny Lane, helping families find nannies and nanny shares.

We’re a pretty tight-knit group. Our regular team socials, bi-weekly cross-team meetups, and catered Friday lunches help with this, but the real secret is hiring people who care about their colleagues and are excited to build something big.

This culture helps fuel a high-trust workplace, which allows us to do fun things like offer unlimited vacation. Our team is constantly looking to improve and works hard to build each other up. We succeed and fail together. In this vein, our company is seriously committed to your growth.

We are now seeking someone to join our Customer Success team who also has a passion building great customer experiences! Our ideal candidate knows how to turn customer feedback into great product by helping to develop data driven decisions to improve future experiences, and work with both engineering and design teams to implement. 

We would ideally like to have someone cover some weekend hours with a Tuesday - Saturday schedule (flexible - TBD) instead of the usual Monday - Friday. For training purposes, we would have the new team member begin with a Monday - Friday shift until they are comfortable with all of our platforms and procedures. For the weekend shifts, there would be the flexibility to work from home. 

What you'll do

Responsibilities

  • Interact with customers by phone, email, and social media: responding promptly to customer inquiries, handling and resolving customer complaints
  • Manage customer accounts, including: processing payments or refunds, cancelling subscriptions/closing accounts
  • Listing management
  • Diagnosing problems and sharing technical issues and user complaints with designated technical team
  • Understanding and using service platforms to improve ongoing processes
  • Assisting in / working on projects (i.e. content building, analyzing metrics, product testing, etc.)

What you'll need

Qualifications

  • Proven customer support experience
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to maintain confidentiality and use of discretion
  • Excellent Communication skills - written and verbal
  • Problem assessment and problem solving
  • Information gathering monitoring and tracking to continually develop improvements
  • Dedicated passion for making customers happy and satisfied
  • Teamwork

Experience: 1 to 4 years experience in a similar role.

We're looking for

Core Skills

Analytics Communication Confidentiality Customer Service Customer Support Problem Solving Product Development Tracking

A little bit about us

CareGuide

CareGuide is a family of online services to help families connect with care providers. Finding the right care provider shouldn't be as hard as it is today.

Are you interested?

Work With Us

Our team values diversity. We encourage applications from individuals of all races, ethnicities, religions, genders, sexual orientations, gender identifications, abilities, incomes, and ages.

If you would like to request accommodations for your interview, please feel free to do so.