Customer Success Position

Are you a positive person who likes to make people smile? Do you like seeing people succeed and helping them achieve their goals? Are you motivated to constantly learn new things and expand your knowledge? Do you have excellent communication skills? Potent Systems is a well-funded, revenue-generating startup in the legal US online gambling space, with our team primarily located in Vancouver, B.C. We are looking for a positive, goal-oriented individual for a junior position in our Customer Service team. While this is an entry-level position, because we’re a small company, you’ll be working closely with our entire team and working across multiple areas of our business. We believe in a supportive and inclusive work environment and providing growth opportunities within your role and within our company. While the role will be primarily remote, allowing you the comfort and flexibility to work from home, there will be times when face-to-face meetings are required. While there will be some flexibility in your hours, we are looking for individuals who are generally willing to work weekends and evenings, so please ensure you have enough flexibility in your schedule to accommodate. We will work to set up a permanent or semi-permanent shift schedule so that you know well ahead of time when you'll be working. You’ll be responding to customer inquiries via online chat and email, helping resolve issues, and ensuring our users have a positive experience. We’ll teach you the best practices for customer support and provide full training on our systems. The ideal candidate is someone who’s eager to learn new skills, with a desire to grow within our company and take on new responsibilities. We want a candidate that isn’t afraid to speak their mind, and who’ll be a contributing part of enhancing our customer experience and supporting the overall growth of our company. We will give you the tools and support you need to do the job effectively, but want you to bring the energy, ideas, and enthusiasm to grow beyond this entry-level position. Responsibilities will include, but are not limited to: • Online chat and email customer support • Participate in daily meetings and report updates on status and achievements • Assist in monitoring transactions and watching for signs of fraud • Assist in crediting and debiting customer accounts • Advocating for customers and their needs to the rest of the team, and identifying ways of making the customer experience more enjoyable and productive Requirements for Role: • Availability to work full time (40 hours per week) with flexibility of schedule. We offer customer service to our customers 8am - 9pm, 7 days a week and require staff that are flexible for shifts during these times. We're looking for a semi-permanent shift which will likely include weekends and early evenings. So, if you can't work weekends or evenings, please do not apply. • Live and have authorization to work in Canada and be located in Greater Vancouver • Relevant customer service experience • Excellent written and verbal communication skills • Decent typing speed for quick responses via online chat • Have appropriate remote work setup - quiet environment with necessary internet connection (25 Mbps or higher) and alternate location in the event of an emergency • Ability to adapt and learn new processes and work in a fast-paced environment • A high degree of empathy, patience, and desire to listen and assist • A desire and commitment for continued growth and learning Nice to Have: • Experience in online support, gaming, fintech, or tech startups • Familiarity with fraud prevention or account-based support Why Work With Us: • Work closely with leadership • Small, supportive team where your ideas are heard • Remote work flexibility with long-term stability • Entry-level role with real growth opportunities as the company scales • Training provided - no gambling industry experience required Compensation & Details: • Job Type: Full-time, permanent • Schedule: Includes evenings & weekends (set shift schedule provided) • Salary: $18.25 per hour • Location Requirement: Applicants MUST RESIDE IN GREATER VANCOUVER How to Apply Please submit your resume + a short cover letter explaining why you’d be a great fit for this role. Job Types: Full-time, Permanent Pay: $18.25 per hour Benefits: • Casual dress • Dental care • Extended health care • Stock options • Wellness program • Work from home Education: • Secondary School (preferred) Experience: • customer service: 1 year (preferred) Work Location: Hybrid remote in Vancouver, BC V6C 1V5

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