Customer Success Associate - Vancouver

Are you a resourceful problem solver looking to help customers be successful with ourcutting-edge cybersecurity solution?

Job Summary

At GeoComply we empower the future of digital trust as well as the future of our people. You’ll team up with our best and brightest to learn, share ideas, execute and create innovative solutions that directly impact our business.

Operating at the center of a new generation of cybersecurity companies, leveraging today’s geolocation data to make better risk-based decisions, we are a critical piece of the security infrastructure for some of the world’s largest tech companies.

As our Customer Success Associate, you will be responsible for providing exceptional support to our clients answering technical queries and monitoring our internal systems for any incidents.

Who we are What You Will Be Doing

• Assist our business and end-user customers with their technical requests, investigations, and questions through our ticketing systems, Zendesk and Jira other channels such as Slack.
• Monitor client alerts and communicate any valid issues immediately to our affected clients and Incident teams.
• Support with data analysis reports and deep-dives into data reviews.
• Escalate incidents and issues to our Development and Technical Support teams.
• Add to the knowledge base by creating documentation and user guides to develop a self-service resource for our internal and external clients.
• Communicate and coordinate with Account Managers to manage client training and escalations.

About You

• Experienced.You have 1 year of experience providing customer support by email, live chat, social media, and phone.
• Constant Learner. You are curious and tech-savvy. You acknowledge and embrace technology and prioritize any opportunity to learn and grow your technical skills.
• Exceptional communication skills. Whether it is written or verbal, people know what you mean, what you are asking for, and what is expected.
• Determination. You always figure out how to get things done no matter the size of the task.
• Detail-oriented. You know that details matter and take care and pride in getting the details right
• Pragmatic.You know how to keep your cool during stressful times and can overcome challenges with multiple priorities
• Flexible. You go with the flow and you are adaptable. You are flexible working on rotating shifts including weekends and collaborating across multiple time zones

Who we are

At GeoComply, we are the global market-leader for compliance-grade geolocation detection technology. We build innovative cybersecurity and anti-fraud solutions that strengthen consumer protection. We’re a critical piece of the security infrastructure for some of the world’s largest technology companies, helping them achieve regulatory compliance, fight location fraud and prevent digital crime.

Our journey started in the US iGaming industry nearly ten years ago, and we’re quickly expanding our business across multiple business verticals and geographies. Backed by one of the largest private equity firms and some of the top talent in the industry, we’re on a mission to empower the future of digital trust. We’re up to big things, and are looking for amazing people to join us!

What’s in it for you?

Be a part of the next Canadian tech success story. We have a high performing team with a strong bias for action, and we collectively strive for excellence in everything that we do. We know that our success depends on our team, so we deeply believe in investing in our people.

We value your learning journey. Whether you are starting your career, looking to level-up your skills or applying your expertise to the growth of a pre-IPO tech unicorn, a career with GeoComply empowers you to find a learning path that sets you up for success. We have a sizable learning budget for you to develop as a professional and as a leader. We’ve also partnered with Oxford University to deliver a totally customized learning experience to our emerging leaders.

Diversity and Inclusion

Diversity, inclusion and equity are at the core of who we are. They are central to our mission to build it better, build it bigger, and build it right. And we firmly believe that bringing varied perspectives to our work helps generate better ideas to solve the complex business problems that we’re collectively facing. We welcome applicants of all backgrounds, abilities, experiences, beliefs, and identities. If you require an accommodation to participate in the hiring process, please let us know in advance.

Our Benefits

Learning & Development:We provide a significant annual budget that can go towards professional or personal development.

Competitive Salary:We are committed to providing our employees with a market competitive salary. We also perform an annual performance review.

Vacation and Leave Practices: We offer 4 weeks of vacation, 5 paid personal days, and a parental leave plan.

Incentive Plans:As employees of GeoComply, we all have the opportunity to benefit from the company’s financial success through our unique bonus and equity plans.

Health and Wellness Programs:Our benefits plan covers extended health, dental, a Health Spending Account, mental health and access to our EAP program.

Retirement Savings Plan:We have a group RRSP matching program that starts at 3% and increases with years of service.

Now What?

Send us your resume and a cover letter. We can’t wait to meet you.