Company Overview
SingleKey is a Toronto-based fintech company transforming the residential rental experience across Canada and the U.S.
Our mission is to make renting safer, simpler, and more transparent for everyone. We build technology and services that help landlords, property managers, real estate professionals, and tenants reduce risk and make more confident rental decisions.
We're a fast-moving, collaborative team where people are encouraged to take ownership, solve problems, and make a meaningful impact.
About the Role
We're looking for a Customer Success Associate who is customer-focused, resourceful, and comfortable working in a fast-paced environment.
You'll be one of the first points of contact for our customers, helping them navigate our products, resolve issues, and get the most value from SingleKey.
This role goes beyond answering customer questions. You'll identify opportunities to improve the customer experience, educate customers on our products, recognize potential sales opportunities, and share valuable customer feedback with our Product and Development teams.
If you're someone who enjoys solving problems, communicating with people, learning new technology, and taking ownership of customer issues from start to finish, we'd love to hear from you.
Key Responsibilities
- Support customers across phone, email, and live chat
- Troubleshoot customer issues and take ownership through resolution
- Onboard and educate customers on SingleKey products and services
- Help customers understand new features and identify products that may better meet their needs
- Identify potential sales opportunities and connect qualified customers with the Sales team
- Handle escalations professionally and know when additional support is required
- Gather customer feedback and communicate bugs, recurring issues, and feature requests to Product and Development
- Maintain accurate customer records and internal notes
- Work collaboratively with Customer Success, Sales, Product, and other teams
- Help identify opportunities to improve processes, documentation, and the overall customer experience
- Stay organized and responsive during high-volume periods
- Contribute to a customer-first culture while balancing efficiency and business needs
What We’re Looking For
- 2+ years of experience in Customer Success, Customer Support, Account Management, Sales Support, or another customer-facing role
- Excellent written and verbal communication skills
- Strong problem-solving skills and the ability to think independently
- Confidence handling difficult conversations and customer escalations
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable learning new technology, systems, and processes
- Highly organized with strong attention to detail
- A proactive mindset—you look for solutions rather than waiting for the next task
- Comfortable working independently while collaborating closely with a team
- Experience identifying upsell, cross-sell, or lead opportunities is an asset
- Experience with Intercom or similar customer support/CRM platforms is an asset
- Familiarity with Google Workspace, Notion, and other productivity tools
- Knowledge of the Canadian or U.S. rental, property management, real estate, fintech, or insurance industries is an asset
What We Offer
- Competitive compensation with opportunities for growth
- Extended health and dental benefits
- Vision care
- Paid time off
- Company events and team activities
- Hybrid work environment
- Opportunities to learn across Customer Success, fintech, real estate, and SaaS
- The opportunity to have a direct impact on how we build and improve the SingleKey customer experience
Diversity & Inclusion
SingleKey is committed to building an inclusive workplace where everyone feels respected and valued. We are an equal opportunity employer and welcome applicants from all backgrounds and experiences.
If you're excited about helping customers, solving problems, and growing with a fast-moving fintech company, we'd love to hear from you.
Job Type: Full-time
Pay: $38,400.00-$40,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care
Application question(s):
- You receive five customer requests at the same time: one angry customer, one billing issue, one technical issue, one general question, and one potential sales lead. How would you prioritize them, and how would you communicate with the customers who have to wait?
- A customer contacts you, frustrated, and says, ‘I’ve already explained this twice, and no one is helping me.’ How would you respond?
Education:
- Secondary School (preferred)
Experience:
- Call and Chat CS : 1 year (preferred)
Work Location: Hybrid remote in Toronto, ON (Toronto District)
