Senior Customer Success Representative

ABOUT US

Localcoin, founded in 2017 with headquarters in Toronto, is on a mission to simplify the process and experience of buying or selling digital currencies globally. We envision bringing digital currency to the mainstream financial market through partnerships with leading corporate and franchised retail spaces. With terminals across Canada and the APAC region, including Australia, Hong Kong, and New Zealand, Localcoin is now the fastest growing Bitcoin ATM operator in the world.

At its core, Localcoin believes that everyone should be able to own cryptocurrency and have a deep understanding of blockchain technology. As a member of our rapidly growing team, you'll join a talented, dynamic group of team members who will encourage you to learn, grow, and thrive in your career every step of the way.

If you're a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency, and team connectivity, we look forward to hearing from you!

THE ROLE

Salary Range: $50,000 - $65,000

Localcoin seeks to inspire the future of digital currency globally as the largest cryptocurrency kiosk network in Canada. We pride ourselves when it comes to providing high-quality support to our customers. We’re on a mission to build a customer-focused organization and we're searching for someone with an entrepreneurial spirit, who is a self-starter and passionate about our vision. 

As a Senior Customer Support Representative, you will be responsible for handling inbound calls, live online chats, emails and text conversations with new and existing customers. You will be responsible for delivering Localcoin’s commitment to exceptional customer advising, coaching, and overall support in English and French.

Reporting directly to our Global Customer Support Manager, you will work collaboratively with the Customer Support team and as a liaison between multiple departments, including marketing, sales, operations, and product to ensure the Localcoin customer voice is heard.

This position will be based out of our office in Etobicoke, ON, and will have a hybrid work schedule of 2 days per week. 

WHAT YOU’LL BE DOING 

• Provide high-quality customer support while following company support protocols and processes
• Guide and process customer inquiries in a fast-paced environment
• Communicate with customers via phone, SMS, email, and online chat
• Provide knowledgeable answers to questions about Localcoin products
• Work with Localcoin’s internal departments to meet our customers' needs
• Help resolve issues as quickly and accurately as possible
• Oversee and assist Customer Support Representatives in day-to-day activities
• Act as the primary point of escalation for more complex customer interactions
• Ongoing oversight of customer transactions and assisting in remedying issues therein
• Hone our internal processes to ensure precision, efficiency and customer satisfaction
• Keep our internal process documentation up-to-date as business processes change
• Maintain CRM automations to provide proactive customer support wherever possible

WHAT WE’RE LOOKING FOR 

• A passion for ensuring an outstanding customer experience  
• Fluent in English (both verbal and written)
• At least 2-4 years of relevant work experience in a customer service, sales support, tech product support or similar function
• Strong written and communication skills
• Experience handling escalated customer service requests and inquiries
• Detail-oriented, organized, efficient and able to multitask
• Experience working with CRM systems like Zendesk or Freshdesk, and live chat bots would be helpful
• You love Cryptocurrency and Blockchain
• Bilingual French-English is an asset

WHAT YOU’LL LOVE ABOUT US

• Competitive Salary & Benefits – We value and reward our team members.
• RRSP Group Matching Program – We invest in your financial well-being.
• Hybrid Work Environment – Enjoy flexibility while being part of a dynamic team.
• Professional Development – Opportunities for learning and growth covered by Localcoin.
• Team Culture & Events – Regular socials, team meetings, and collaborative workspaces.
• Impactful Work – Play a key role in a growing company and make a real difference.

JOIN OUR INCLUSIVE TEAM

Localcoin is committed to building an inclusive, accessible, and equitable workplace. We welcome applicants from all backgrounds and do not discriminate based on race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital status, family status, or disability.

If you require accommodation at any stage of the recruitment process, please notify the Talent team or email [email protected].

Applicants must be legally eligible to work in Canada. At this time, we are not able to provide visa sponsorship.

AI DISCLOSURE STATEMENT

We want to share that we may use artificial intelligence (AI) tools to help screen and assess applications. While technology helps us stay organized and efficient, every hiring decision at Localcoin is made by real people who care about finding the best addition to our team. These tools are used to support our process—not to replace the human judgment and connection that are core to our culture.