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User Success Agent, Tier 2 at KOHO. Remote Location: KOHO (CAN). About KOHO. We’re on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We’re a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians.. At KOHO, we’re not your average 9-5. We believe real impact comes from people who are trusted, empowered, and supported to do their best work - without sacrificing their lives to do it. We prioritize work-life integration, not just work-life balance. That means asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust.. KOHO is entering its next chapter - leaner, smarter, more AI-integrated. We’re building for impact, not bureaucracy. If you thrive in environments that value clarity, ownership, and bold thinking, you’ll fit right in.. About the Role. We're building KOHO for the benefit of all Canadians, and we're looking for a motivated and organized User Success Agent, Tier 2 to join our growing, and pretty awesome, team! This role is all about walking the tightrope between time management, prioritization, empathy, and havin' a good time.. Please note:. This is a remote position. We are looking for User Success Agents from all timezones within Canada for multiple schedules. We generally ask for availability for a full 8-hour shift between our operating hours of 6am to 12am and a mix of weekdays and weekends.. What You'll Do. You will be one of the main points of contact for the KOHO BPO team, responding to questions and providing feedback to ensure their success. You will monitor and answer agents inquiries via slack and our messaging platform, Intercom. You will be the second point of contact for users if our BPO is not able to solve the issue. You will monitor the funds loading process (follow the money!). You will contribute to regular brainstorm sessions on how KOHO can make our users’ experience even better. You will report any bugs or crashes to our tech team and communicate to the user on our progress. You will encourage users to provide any feature requests on our public Canny board and actively engage in conversations there. You will facilitate phone calls when a ticket can’t be solved over chat or email (We want to keep our phone calls in Canada- for now). You will respond to users via various Social Channels, including but not limited to, Twitter, FB, App stores, BBB. You’ll champion KOHO’s vision to help people live the life they want by empowering them financially. Other duties as needed generally associated with a call center tier 2 role. Who You Are. You have prior experience in customer service, user success, and/or client services (minimum 2 year). You are comfortable working outside of the traditional 9-5 work schedule to offer exceptional support to all our users. You have experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc. and/or experience in responding to customer inquiries via phone. You have in the idea that collaboration, connection, and open communication always leads to a better outcome. You have a desire to innovate and explore new ways of doing things through creativity and open mindedness. You're a clear, honest and transparent communicator who would rather overshare the truth than obscure it. You have the drive to always be learning and growing while passionately striving for results. You are a self starter able to learn new tools quickly and work in a fast evolving environment. You have a positive attitude (take those lemons, make that lemonade!). You are hard-working, detail-oriented, and efficient in managing multiple conversations with various users. You have excellent written and verbal communications skills. You have a post-secondary degree or equivalent professional experience. What’s in it for you?. 📈 Opportunity to shape the future of fintech and financially empower a generation of Canadians. 💰 Competitive compensation & equity. 🤝 Fantastic, Deeply Engaged Team (check out our engagement scores . here!. ). 🌴 Generous vacation + Wellness days + Flex Days + holiday closure. 💻 Remote-first environment + coworking support + yearly all hands retreat. 🧠 Access to coaching & growth programs. 👶 Parental top-up & leave policies. 🏥 Comprehensive health benefits. 💡 Power-up budgets for books, home office setup, phone & internet, AI tools, and professional development. KOHO is for builders.. If you’re energized by challenge, motivated by mission, and want to be part of a team that punches above its weight - we want to hear from you..  . The KOHO culture is one of collaboration, creativity, and diverse perspectives. We are committed to building and fostering an inclusive, accessible environment for everyone. If you have any questions, concerns, or requests regarding accessibility needs, please contact [email protected] and the People and Culture team will be happy to help..  . AI Disclosure: KOHO uses artificial intelligence (AI) in certain aspects of its recruitment process to screen, assess, or select applicants. For any questions or concerns, please contact us at [email protected].. Note: this posting is for an existing vacancy that we are seeking to fill.. #LI-Remote