Full-Time Senior Complaints & Social Specialist

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.

About The Team:Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren't alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special - something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!

About The Role:We are seeking a proactive and detail-oriented Complaints & Social Specialist to support the development and execution of a comprehensive complaints management process across the US and Canada. This role will be essential in managing customer complaints and handling a small volume of social media escalations, ensuring a positive customer experience through timely and effective resolution.

The ideal candidate has a strong background in complaint handling within SaaS or regulated industries, is experienced in using platforms like Zendesk, and understands the importance of adherence to US and Canadian regulatory standards and working directly with the managing entities.

Here's how you'll make an impact:

1. Program Support: Assist in the design, implementation, and continuous improvement of a standardized complaints handling program for the US and Canada.
2. Complaints Handling: Serve as the primary point of contact for all complaints and social escalations, ensuring timely and effective resolution.
3. Stakeholder Liaison: Work closely with Customer Success, Compliance and Product teams to support an effective complaints process and facilitate resolutions for complex cases.
4. Compliance Adherence: Ensure all complaints processes comply with US and Canadian regulatory requirements and adapt to updates in the regulatory landscape as needed.
5. Reporting & Insights: Assist in developing, maintaining and delivering regular complaints reporting to identify trends, root causes, and areas for improvement.
6. Continuous Improvement: Support process enhancement initiatives to improve complaints handling efficiency and customer satisfaction.
7. Customer Interaction: Engage directly with customers, providing empathetic, high-quality responses to resolve issues effectively.

You'll thrive here if you have:

• Experience: Minimum 3+ years in complaint handling, dispute resolution, or a similarly dynamic customer-facing role.
• Regulatory Knowledge: Familiarity with US and Canadian regulatory requirements relevant to customer support, particularly in handling complaints.
• Attention to Detail: Strong attention to detail, ensuring accuracy in documentation and compliance with regulatory standards.
• Communication: Excellent verbal and written communication skills with a customer-first approach.
• Stakeholder Collaboration: Ability to work effectively with cross-functional stakeholders and manage expectations at different organizational levels.
• Process-Driven: Proven ability to follow structured processes and contribute to ongoing improvements.

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