Senior Complaints & Social Specialist, Customer Success

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:

We are seeking a proactive and detail-oriented Complaints & Social Specialist to support the development and execution of a comprehensive complaints management process across the US and Canada. This role will be essential in managing customer complaints and handling a small volume of social media escalations, ensuring a positive customer experience through timely and effective resolution.

The ideal candidate has a strong background in complaint handling within SaaS or regulated industries, is experienced in using platforms like Zendesk, and understands the importance of adherence to US and Canadian regulatory standards and working directly with the managing entities.  This person plays a key role in handling complaints that come from customers and/or regulators, and will be required to work at speed, ensuring excellent attention to detail and resourcefulness in replying and resolving customer complaints to meet the needs of our Compliance team and must work to raise and report any risks as they pertain to US or CAN regulators and regulations as they pertain to customer complaints.  

In this role, the Complaints & Social Specialist will work directly with customers, documenting and analyzing complaint trends to drive meaningful insights and continuous improvement in customer success and support our regulatory requirements.  This is a unique opportunity to build and then execute, while making a measurable impact on customer satisfaction and support the success of our Customer Success team.

• Program Support: Assist in the design, implementation, and continuous improvement of a standardized complaints handling program for the US and Canada.
• Complaints Handling: Serve as the primary point of contact for all complaints and social escalations, ensuring timely and effective resolution.
• Stakeholder Liaison: Work closely with Customer Success, Compliance and Product teams to support an effective complaints process and facilitate resolutions for complex cases.
• Compliance Adherence: Ensure all complaints processes comply with US and Canadian regulatory requirements and adapt to updates in the regulatory landscape as needed.
• Reporting & Insights: Assist in developing, maintaining and delivering regular complaints reporting to identify trends, root causes, and areas for improvement.
• Continuous Improvement: Support process enhancement initiatives to improve complaints handling efficiency and customer satisfaction.
• Customer Interaction: Engage directly with customers, providing empathetic, high-quality responses to resolve issues effectively.  Some weekend work will be required on an on-call basis, and flexibility will be provided accordingly.

• Experience: Minimum 3+ years in complaint handling, dispute resolution, or a similarly dynamic customer-facing role.
• Regulatory Knowledge: Familiarity with US and Canadian regulatory requirements relevant to customer support, particularly in handling complaints.
• Attention to Detail: Strong attention to detail, ensuring accuracy in documentation and compliance with regulatory standards.
• Communication: Excellent verbal and written communication skills with a customer-first approach.
• Stakeholder Collaboration: Ability to work effectively with cross-functional stakeholders and manage expectations at different organizational levels.
• Process-Driven: Proven ability to follow structured processes and contribute to ongoing improvements.

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!