Customer Experience Specialist

Job description

Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online. Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries. But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace. Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite. What We Offer - Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process. - Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity. - Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized. - Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization. Position Summary: Reporting to the Team Lead, Service Delivery, we are looking for a Customer Experience Specialist within the Customer Success department. This is a customer-driven role where you will work collaboratively with Trulioo Revenue teams and customers, working with a diverse set of subject matter experts as well as leading and executing project deliverables. This role is expected to leverage AI and emerging technologies to improve productivity, enhance decision-making, and continuously optimize how work is performed. This will be a full-time, permanent position working out of the Vancouver office on a hybrid model (3-days per week in the office). What You’ll Be Doing: - Provide technical support and services to our SMB and Enterprise customers in a timely manner - Provide an exceptional customer service experience to ensure Trulioo maintains our position as the leading trusted expert in Identity Verification - Achieve high customer satisfaction by effectively and proactively troubleshooting and correcting any issues - Configure and troubleshoot Trulioo products and services with exceptional attention to detail and adherence to our SLAs - Respond to all internal and external stakeholder questions and concerns with a high level of professionalism - Collaborate with other departments, including Vendor Management and Datasource Monitoring teams, in order to resolve issues - Contribute to customer success initiatives when needed - Performs client due diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedures - Conducts regular audits on existing accounts for quality assurance - Utilize Generative AI assistants to draft clear, accurate, and highly professional responses to internal and external stakeholder questions, ensuring improved response times without sacrificing quality. - Collaborate with cross-functional teams to train, test, and optimize internal AI support bots or help-center resources based on real-world customer interactions. - Audit AI-generated outputs and automated client due diligence workflows to ensure strict adherence to Trulioo's Compliance policies and quality assurance standards. What You’ll Bring: - Post-Secondary Degree or combination of desired experience and education - 2-5 years of experience in a customer-facing role; experience within a technical, fast-paced start-up environment is an asset - Experience supporting users on a SaaS platform using APIs - Experience utilizing Generative AI tools (e.g., ChatGPT, Claude, Gemini, internal AI copilots) to enhance personal productivity, optimize workflows, or improve customer communication. - Ability to think critically, troubleshoot proactively, and solve complex problems - Capability to excel in a data-driven, metrics-oriented environment - Comfortable working both independently and in a team environment, including supporting projects with remote employees in other offices - Strong aptitude with an ability to learn new technologies quickly - Strong customer service orientation with excellent listening, verbal, and written communication skills - Strong problem-solving skills with the ability to effectively prioritize and execute tasks while under pressure - Meticulous attention to detail - Mastery of Office Suite (MS or Google), in particular with MS Excel - Written and verbal English proficiency Interview Process: At Trulioo, we strive to create an interview experience that is transparent, engaging, and respectful of your time. Our process is designed to help us learn more about your skills and experience while giving you insight into our team, culture, and the impact of the work we do. Here's what you can expect throughout the interview process: - Recruiter Interview: 30 Minutes - Hiring Manager Interview: 45 Minutes - Panel/Presentation/Assignment: 45 Minutes Thriving at Trulioo At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future. We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification. Get an inside look at life at Trulioo by following us on LinkedIn https://ca.linkedin.com/company/trulioo, or learn more about us at www.trulioo.com http://www.trulioo.com If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility. Privacy Notice As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy https://www.trulioo.com/website-privacy-policy in the section “When you apply for a job”.