Customer Experience Specialist

Trulioo•Vancouver, BC

8d•CA$55,000 - CA$72,000•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.