Customer Success Agent

The career you've always wanted starts here.

This is your chance to work in a place that is making a positive difference for SMBs across Canada. Where teamwork, flexibility, and professional growth are encouraged every step of the way.  Ready to take your career to a whole new level?  Journey Capital is here to get you there.

Not your average fintech company

As Canada's leading online lender, Journey Capital is dedicated to helping clients with a collaborative, adaptive, and customer-centric approach. We are setting new benchmarks in the industry by embracing innovation, transparency, and ethical lending standards.

Why this role exists

• Journey Capital works with small businesses at pivotal moments in their entrepreneurial journey. While funding is critical, our customers expect more than capital they want clarity, confidence, and a trusted human relationship.
• The Customer Success Agent exists to be that human touchpoint; proactively supporting customers after funding, helping them get the most from our products, and ensuring they feel confident, informed, and valued throughout their lifecycle with us.
• This is a relationship‑driven role. Success is measured by Customer satisfaction, long‑term retention, and the strength of the relationship.

About the role

• The Customer Success Agent owns the post‑funding Customer experience. You act as a consistent, trusted point of contact throughout the Customer lifecycle, ensuring customers feel supported, educated, and confident working with Journey Capital.

This role is not:

• A commissioned sales role
• A reactive customer service or ticket‑based support role
• A collections or enforcement role

Responsibilities

Customer Lifecycle Ownership

• Own the post‑funding customer experience end‑to‑end, including onboarding, welcome outreach, portal enablement, communication preferences, and access to account documentation.
• Act as the primary non‑sales point of contact across the customer lifecycle, delivering proactive check‑ins that reduce reactive support needs.
• Drive consistent, high‑quality communication that strengthens customer trust and improves NPS.

Customer Education & Engagement

• Educate customers on effective use of the customer portal functions.
• Clearly explain how customer behavior impacts renewal eligibility, pricing, and future borrowing opportunities.
• Provide guidance and education on risks to long‑term financing health.
• Ensure customers understand available programs and offers in a clear, advisory, non‑sales manner.

Retention, Renewal & Usage Management

• Own the LOC renewal program for open lines not reviewed in 24+ months, including proactive outreach and review initiation.
• Work cross-functionally Risk, Sales, and Collections teams, ensuring alignment and smooth execution.
• Monitor unused or minimally used LOCs, engage customers to assess continued suitability, and surface recommendations to maintain, adjust, or close accounts.
• Manage customer expectations throughout renewal and review processes with transparency and clarity.

Churn & Competitive Insights

• Conduct structured outreach to customers who do not renew to understand decision drivers and retention opportunities.
• Engage customers who refinance or renew with competitors to gather qualitative feedback on offer structure, pricing, and experience.
• Support competitor‑related payout inquiries in a non‑confrontational, informational manner, preserving long‑term relationships.
• Identify recurring themes impacting churn, competitiveness, and repeat borrowing behavior.

Voice of the Customer & Continuous Improvement

• Represent the customer voice internally, identifying experience gaps and friction points.
• Maintain accurate reporting on engagement, renewals, usage, and customer feedback to inform leadership decisions.

This role will evolve as the business grows.  The successful candidate must demonstrate flexibility and adaptability.

What you're bringing to the table 

• A customer‑focused approach built on listening and trust.
• Excellent verbal and written communication skills, in French and English.
• The ability to organize, prioritize, and manage multiple files with accuracy.
• Strong professional judgment and a consultative, non‑sales approach.
• Flexibility and adaptability in an evolving environment.
• The ability to collaborate effectively with cross‑functional teams.
• An interest in continuous improvement and representing the voice of the customer.
• A willingness to learn, receive coaching, and grow in the role.

The Perks :

• Competitive compensation
• Flexible work schedule
• Remote or in-office work
• $1,500 for professional training and classes
• Free English or French tutoring classes
• Free gym access
• Free coffee & snacks
• Regular events & team building activities

Empowering Canadian entrepreneurs

We deliver a seamless remote experience that gives our clients the peace of mind to move their business forward. Our aim is to equip underserved Canadian entrepreneurs with the right credit, tools and experience to help them reach their financial objectives fast.

Sound like something you'd be interested in? Let's talk.

Journey Capital  
Here to get you there.

Location

Montreal, Quebec (Hybrid)

Department

Marketing

Employment Type

Full-Time

Minimum Experience

Entry-level