Client Success Associate - job 1 of 2

Are you a natural problem solver? Like to be the 'go-to' for clients, actively listening to their issues and helping them? Do you enjoy being part of a team that is making a real difference to the success of small business owners? If so, read on.
Overview:

FundThrough is looking for a smart, passionate, resourceful Client Success Associate to join us on our mission to help business owners end the "wait" associated with payment terms. We are looking for a client success associate who can provide ongoing support to our clients. The candidate should be able to contribute to building relationships, trouble shoot problems as they occur, and have a passion for seeing small businesses succeed. A Client Success Associate will also include, patiently and resourcefully serve our fast-growing roster of clients, while collaborating with internal teams to diligently respond to clients and solve problems as they arise.

About the company:

FundThrough is a leading fintech company accelerating cash flow and enabling growth for small and medium sized businesses that sell to large customers and wait to get paid. Based in Toronto and operating across North America, FundThrough's AI-powered invoice funding platform gives B2B businesses fast, customized funding offers to get their invoices paid in a few days – rather than a few months – and get quick access to cash they've already earned.

• Support clients with their inquiries related to operations, including cash application, reconciliation matters, completion of advances, bank account connectivity, etc.
• Assist our sales and client success teams with document collection, KYC verification, and payment related inquiries.
• Conduct payment-empowerment calls; talk with our clients who are on the verge of collections and work on a possible solution.
• Be the eyes and ears for our product through proactive pattern recognition, acting as a catalyst for accelerating product maturation.
• Extract and synthesize clients' pain points in their businesses, their feedback on the product, and their motivations and triggers for action and churn.
• Research and deliver service improvements to improve the customer experience, using NPS and other tools to measure, report, and synthesize with the team.
• Other duties and projects as assigned.

Requirements

• You have 1-3 years of customer service experience.
• You take initiative and have a keen eye for identifying areas of improvement within processes.
• You have excellent verbal and written communication skills.
• You pay attention to the details and have a questioning and risk management mindset.
• You're comfortable working with numbers.
• You enjoy and have the ability to collaborate with different teams.
• You are skilled at and naturally interested in learning new software, i.e. FundThrough operating systems.
• Bonus: prior experience with FinTech and/or startups.

Benefits

• Opportunity to leave your mark on a rapidly-growing startup
• An incredibly diverse team of brilliant minds from all over the world
• Competitive compensation, including stock options
• Health benefits
• Family-friendly policies
• Flexible work from home policy
• A fully stocked kitchen, birthday treats, and a lunch of your choice every week (one of our values is Fun & Food!)

We understand that Covid has shifted the way we work. Our Downtown Toronto office is open and we encourage FundThrough'ers to use it. Based on business needs, teams may designate 1 or more work from office days for anyone located in the GTA.

Note re Covid-19: Proof of vaccination is required.

Please note that due to the sensitive nature of the work we do, clearing a criminal record check is a condition of employment. FundThrough encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

FundThrough encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.