JUDI.AI – Who we are.

We help small business dreams come true by making it easy for lenders to say “yes” to small business borrowers. Through sophisticated algorithms and predictive modelling, our application allows lenders to adjudicate loans quickly and accurately. This in turn ensures that small businesses get access to capital they need to grow. Yay!

Who we are looking for.

We are looking for a hybrid role between Customer Support (primary) and Data Analytics (secondary). We operate across Canada, but preference will be given to candidates in the Vancouver, BC area. We are hybrid, remote-work culture with a few days in the office each week (but not always). You should have experience with, and love, dealing with customers over the phone and by email. If you have an interest in banking/finance that would be great. If not, we'll teach you. An aptitude for technology is essential. You are the kind of person who takes the time to listen to your customers, to build relationships and to gain their trust – all so you and the team can solve their issues quickly and accurately.

Opportunities will be available for you to help manage our data assets provided by our client by working with our Data Science team and others. An analytical mind and the ability to attend to detail will be needed.

What you will do.

You will be a key part of our supporting customer’s requests. As one of the main points of contact for our customers you will influence messaging to them and how they use our application. Because you are so connected to the customers you have input on how the product roadmap evolves.

Our CSRs inform our customers of new features and functionality so they can use the system to its full potential. Our CSRs troubleshoot issues and work with other parts of the JUDI.AI team to get them resolved. As part of our Customer Success team, you will work closely with all other teams in the company including Product, Marketing, and Engineering. You will be able to grow as we grow.

When not working to support our clients, you will work with our Operations and Data Science teams to help manage and improve our data assets, improve our categorization engine, and engage in data analysis and reporting projects.

Your responsibilities.

Support our customers - solve problems, answer questions, inform
Identify solutions
Analyse and prioritize bugs
Work with other team members and other teams
Document support calls and bugs
Learn our application
Help collect and manage performance data
Help tune our categorization engine
Analyze our data and create reports

Your qualifications.

Experience in customer support; ideally in a web application environment – you like helping people (a lot)
Ability to solve problems independently – you can think clearly and ask good questions
Enjoy multitasking and working in a fast-paced environment – you can prioritize and adapt
Degree in IT or Data Analytics preferred (but not mandatory)
You can think on your feet and build confidence and trust
You believe in being an advocate for the client and to help them be as successful as possible
You enjoy variety – you never know what the next question is going to be and that’s okay
You have a sense of urgency when it comes to finding answers
You are patient when trying to understand other’s problems
You can figure out how our system works so you can help our customers use it – you have an aptitude for technology and working with computers

Attributes and nice to haves.

Sense of humour
Ability to stay upbeat and friendly
Ability to get stuff done
Know when to ask a question and when to just solve a problem
Project management and business analysis experience
Experience managing and influencing teams/people
Experience using help desk software
Knowledge of the banking and/or financial industry

The job qualifications listed above are guidelines, not hard and fast rules. If you are excited by the position and interested in growing into the role, feel free to apply even if you don’t fit all the qualifications noted.

Other

We offer competitive compensation, benefits and hybrid, remote-working environment.

Work Schedule

Location: Mostly remote (work from home)
Hours: Monday to Friday 9:00 am – 5:00 pm (Pacific); some early days (cover team member vacations)
Rotating call coverage with other team members to cover stat holidays
Some overtime to resolve customer problems

Please note this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. We are a small company growing quickly.

JUDI.AI is an equal opportunity employer committed to talent and diversity. We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

Job Types: Permanent, Full-time

Pay: $50,000.00-$65,000.00 per year

Benefits:

Casual dress
Company events
Dental care
Disability insurance
Extended health care
Life insurance
Paid time off
Stock options
Vision care
Work from home

Schedule:

Day shift
Monday to Friday
On call

Work Location: Hybrid remote in Vancouver, BC V6J 1L8

JUDI.AI jobs

Customer/Application Support Representative