Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Customer Support Specialist image - Rise Careers
Job details

Customer Support Specialist

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.


About The Team:

Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren't alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special - something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!


About The Role:

Reporting to the Customer Support Team Lead you will be responsible for curating a phenomenal customer experience via multiple channels of support, including live chat.



Here's how you will make an impact
  • Empathy. You can easily put yourself in the shoes of an entrepreneur and have an uncanny ability to remain calm in the face of a storm. When our customers connect with you, they can immediately sense that you understand their needs and care deeply about helping them succeed.  
  • Sincere desire to help. You go above and beyond to make things happen for our customers and act as an inside agent, rather than a gatekeeper. You’re not just happy, you’re genuinely excited to draw upon your own experience and knowledge (combined with that of your team) to problem solve and craft solutions for our customers.
  • Stellar communication skills and technical savviness. A typical day in the life of a Customer Support Specialist involves connecting with Brave Entrepreneurs over email, live chat, phone and in our online community. The ability to provide our customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services is critical, as is your ability to show you’re a real person rather than a scary robot automation!
  • Resourcefulness. You know when and where to dig for information, and when to ask for help. We’re an incredibly collaborative team that’s constantly learning from our customers’ experiences and, of course, from each other.
  • Ability to collaborate. Supporting our customers across the entire Wave platform often requires working with other teams to coordinate a seamless customer experience. Whether it’s your immediate team who can help you get the right answer, or our Account Management and Fraud Prevention teams who must review each customer’s profile, you need to be able to work with all kinds of people and ultimately find a way to make our customers that much more successful.
  • Sense of humour. A sense of humour paired with resilience will help you tackle every question and make the days fly by.
  • Connecting with Business Owners over email, live chat, phone and in Wave’s online community. Providing customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services.
  • Acting as the voice of the customer within Wave is a primary focus.


You'll thrive here if you have:
  • Prior experience in customer service roles can be advantageous but is not mandatory.
  • Empathy: The ability to put oneself in the shoes of an entrepreneur and remain
  • composed during challenging situations is valued.
  • A sincere desire to help: A commitment to going above and beyond to facilitate customer
  • needs and functioning as an internal advocate, rather than a gatekeeper, is essential. A
  • genuine eagerness to leverage personal experience and team knowledge to address
  • problems and formulate solutions for customers is evident.
  • Stellar communication skills and technical savviness: Proficiency in communication and
  • technical aptitude is expected. The capacity to discern when and where to access
  • information and when to seek assistance is demonstrated.
  • Collaboration is a key aspect of our team, with a constant exchange of insights from
  • customer experiences and mutual learning.
  • Ability to collaborate: possess the ability to work effectively with diverse individuals.
  • An eagerness to develop and grow in the realm of customer experience and success:
  • This includes championing new initiatives and potentially progressing into leadership
  • roles within the team.


At Wave, you’re treated like the incredible human being you are. 


Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.

We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.

We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously. 

We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!


We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are.  Contributing to an inclusive culture is a part of all of our job descriptions. 


We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.  


Are you ready to be a Waver? Join us!

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Specialist, Wave HQ

At Wave, we're on a mission to empower the courageous entrepreneurs who drive our communities, and as a Customer Support Specialist, you can be a key player in this effort! Located in the vibrant city of Toronto, Ontario, you’ll be part of our dedicated Customer Success team, which is all about guiding and uplifting small business owners as they navigate their financial journey. Here, support isn’t just about putting out fires; it’s about creating genuine connections and elevating the customer experience to something truly remarkable. In this role, you’ll curate phenomenal experiences across various channels, from live chat to email. Your empathy and resourcefulness will shine as you connect with spirited entrepreneurs, helping them navigate complex financial concepts with ease and clarity. Stellar communication skills are a must, as is a sincere enthusiasm for assisting others and advocating for their needs. Plus, your collaborative spirit will be essential in working with diverse teams to ensure seamless support throughout the Wave platform. We're looking for enthusiastic individuals who can express compassion while demonstrating a sense of humor – it’s all part of making our days a little brighter! If you’re eager to grow, learn, and contribute to an inclusive culture that values diversity and authentic communication, Wave offers a flexible work environment that allows you to thrive wherever you feel most comfortable. Are you ready to lend your voice to the amazing entrepreneurs who choose Wave? We can’t wait for you to join us!

Frequently Asked Questions (FAQs) for Customer Support Specialist Role at Wave HQ
What does a Customer Support Specialist at Wave do?

As a Customer Support Specialist at Wave, you will engage with small business owners to provide unparalleled support and guidance through various communication channels. Your role will involve addressing customer inquiries, offering insightful solutions to financial queries, and genuinely connecting with each entrepreneur to enhance their experience.

Join Rise to see the full answer
What qualifications are needed for the Customer Support Specialist role at Wave?

While prior customer service experience is beneficial, Wave prioritizes empathy, problem-solving abilities, and stellar communication skills for the Customer Support Specialist role. A genuine desire to help others and a willingness to leverage your own prior experiences are essential for thriving in this collaborative environment.

Join Rise to see the full answer
How does Wave support its Customer Support Specialists?

Wave is committed to the growth of its Customer Support Specialists. You'll enjoy diverse learning opportunities, mentorship programs, and educational allowances designed to enhance your skills in customer experience and success. Wave also offers a supportive and inclusive environment that values individual contributions and development.

Join Rise to see the full answer
What channels will I be using as a Customer Support Specialist at Wave?

In your role as a Customer Support Specialist at Wave, you'll interact with customers through various channels including email, live chat, and phone communication. Additionally, you'll engage in Wave's online community to provide support and share knowledge, ensuring every entrepreneur feels valued and heard.

Join Rise to see the full answer
What qualities make a successful Customer Support Specialist at Wave?

Successful Customer Support Specialists at Wave possess strong empathy, communication skills, and resourcefulness. They are genuinely excited to assist customers, demonstrate resilience in challenging situations, and thrive in a collaborative team environment where continuous learning and improvement are paramount.

Join Rise to see the full answer
Common Interview Questions for Customer Support Specialist
How would you handle a frustrated customer as a Customer Support Specialist?

To handle a frustrated customer, start by listening actively and empathizing with their situation. Acknowledge their feelings, calmly gather information about their issue, and reassure them that you're committed to finding a solution. Clearly communicate the steps you'll take to resolve their problem while keeping them updated throughout the process.

Join Rise to see the full answer
Can you describe a time you went above and beyond for a customer?

Share a specific example where you took extra steps to ensure customer satisfaction. Describe the situation, the actions you took, and the positive impact it had on the customer. Highlight your willingness to advocate for their needs and how it reflects your customer-centric approach.

Join Rise to see the full answer
What attracted you to the Customer Support Specialist position at Wave?

Express your enthusiasm for Wave's mission of supporting small businesses and your desire to be part of a team dedicated to making a positive impact. Mention aspects of the company culture, such as inclusivity and growth opportunities, that resonate with your career goals.

Join Rise to see the full answer
How do you ensure clear communication with customers, especially regarding complex topics?

To ensure clear communication, I focus on breaking down complex topics into easy-to-understand language, using analogies or examples where necessary. I also encourage questions and provide tailored responses that reflect the customer's unique situation to foster understanding and trust.

Join Rise to see the full answer
What strategies do you use to stay organized while handling multiple customer inquiries?

I prioritize tasks using a ticketing system to track customer inquiries and their statuses. Setting reminders and using templates for common issues helps streamline my responses. Time management techniques are essential in ensuring that I can address each customer's needs promptly.

Join Rise to see the full answer
How would you contribute to a positive team culture as a Customer Support Specialist?

I believe in fostering a collaborative team culture by sharing insights, learning from colleagues, and encouraging open communication. Contributing to a positive atmosphere involves celebrating team successes, providing support where possible, and maintaining a sense of humor to lighten challenging situations.

Join Rise to see the full answer
What role does empathy play in customer support?

Empathy is crucial in customer support as it allows you to connect with customers on a personal level. By understanding their feelings and perspectives, you can tailor your responses, resolve their issues more effectively, and create a supportive environment where customers feel valued and understood.

Join Rise to see the full answer
How would you handle a situation where you don't know the answer to a customer's question?

In such situations, I would acknowledge the customer's question, reassure them that I am committed to finding the answer, and then either consult the relevant resources or escalate the inquiry to a more experienced team member. I would follow up with the customer to ensure they receive the correct information as soon as possible.

Join Rise to see the full answer
What do you consider the most important skills for a Customer Support Specialist?

The most important skills for a Customer Support Specialist include empathy, effective communication, problem-solving abilities, and technical proficiency. These skills help in understanding customer needs, providing clear information, and navigating the complexities of financial services.

Join Rise to see the full answer
How do you keep up with updates related to products and services you support?

I regularly participate in training sessions and review internal resources provided by the company. Additionally, I engage in team meetings and discussions to stay informed about product updates, allowing me to provide accurate information to customers in a timely manner.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User

Join Wave as a Risk Analyst and protect small businesses by identifying and mitigating financial risks.

Photo of the Rise User
Posted 12 days ago

Join Wave as a Senior Software Engineer in the Observability team, where your expertise will enhance the visibility and performance of essential services for small businesses.

Photo of the Rise User
Lehigh Valley Hospital and Health Network Hybrid US, Lehigh County, PA; Pennsylvania, Allentown, PA
Posted 7 days ago

Become part of Lehigh Valley Health Network’s esteemed team as a Registered Nurse, delivering exceptional care in an award-winning facility.

LKQ Corporation Hybrid 3008 Salt Lake City, UT
Posted 10 days ago

Join Elitek Vehicle Services as a Mobile Auto Technician and contribute to getting drivers back on the road with your automotive expertise.

Posted 5 days ago

As a Store Manager at Barnes & Noble, you will drive sales and team performance in a community-focused bookstore environment.

Photo of the Rise User
Posted 2 days ago

Be part of a dynamic team at Petco, where you’ll support the welfare of pets and provide exceptional customer service as an Operations Generalist.

Photo of the Rise User
Smiths Group Hybrid 1 World Way, Los Angeles, CA 90045, USA
Posted 10 days ago

Become a key player at Smiths Detection as a Field Service Technician I, focusing on customer service and technical support in Los Angeles.

Photo of the Rise User
Posted 8 days ago

Join West Chicago Terrace as a Registered Nurse (RN) or Licensed Practical Nurse (LPN) to make a difference in the lives of our residents through compassionate care.

Explore an exciting opportunity at Geauga Credit Union as a Remote/Office Member Service Representative, where customer support meets flexibility.

Photo of the Rise User

Join AdvisaCare as a skilled LPN or RN to provide one-on-one nursing care that honors each patient's unique needs.

Founded in 2010 and headquartered in Toronto, Ontario, Wave Apps provides software solutions and related services for small business owners to manage finances.

30 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 16, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
35 people applied to POS Specialist, Toast at Sauce
Photo of the Rise User
Someone from OH, Pickerington just viewed Salesforce Lead at Bounteous
Photo of the Rise User
Someone from OH, Pickerington just viewed Industry Lead - High Tech (Salesforce) at Thunder
D
Someone from OH, Akron just viewed Junior Motion Designer at DEPT®
R
Someone from OH, Akron just viewed 2D Graphic and Motion Designer at Ruby Labs
Photo of the Rise User
Someone from OH, Columbus just viewed Customer Success Manager, US SLED at Dataminr
Photo of the Rise User
Someone from OH, Greenville just viewed Systems Engineer (Linux & Shell or Python scripting) at Visa
Photo of the Rise User
Someone from OH, Greenville just viewed Help Desk Technician - Youngstown at R.I.T.A.
Photo of the Rise User
Someone from OH, Mount Orab just viewed Backend Developer at G2i Inc.
Photo of the Rise User
Someone from OH, Cincinnati just viewed Product Marketing Manager at Cast & Crew
Photo of the Rise User
Someone from OH, Cincinnati just viewed Marketing Manager at Cast & Crew
o
Someone from OH, Cincinnati just viewed Administrative Assistant at osu
A
Someone from OH, Cincinnati just viewed Data Entry Clerk at Alphabe Insight Inc
Photo of the Rise User
Someone from OH, Cincinnati just viewed Machine Learning Engineer at Allstate
Photo of the Rise User
Someone from OH, Twinsburg just viewed Data Analyst/Power BI Developer at Datadog
Photo of the Rise User
Someone from OH, Cuyahoga Falls just viewed Small Fleet Underwriter at HDVI
Photo of the Rise User
Someone from OH, Dublin just viewed Product Designer, Entry Level at Govini