AI-Native Customer Experience Associate (Mandarin and English)

About Snaplii

Snaplii is a profitable Toronto fintech with 400,000+ users and 500+ brand partners, including Walmart, Costco, DoorDash and Uber. We run one of Canada's most-used payment and rewards wallets, and we are building the payment layer that AI agents use to buy things.

The role

This is a new customer experience seat. We want it to run on AI tools from the start, and you build that setup alongside the small team that makes the Snaplii app and our AI agent payments.

Half the job is answering our users in Mandarin and English, in chat and by email, and staying with each case until it is solved, say someone whose gift card did not arrive or whose payment shows up twice. The other half is writing down how each case got solved and turning those notes, with us, into saved replies, triage rules, AI drafts and a knowledge base an AI assistant can work from.

What you'll learn

• How an AI payment company runs from the inside. You sit with product and engineering and see how a user complaint turns into a product change.
• How to build AI workflows without writing code, using the tools our engineers already work with.
• How to read support data and argue with numbers, for example which questions keep coming back and what it would take to stop them.

What you'll do

• Answer users in Mandarin and English and resolve what you can on the spot. In your first 90 days most of your time is on the queue itself.
• Follow every case to the end, whether that means chasing a refund or checking with engineering, and close the loop with the user.
• Write the playbook as you go, so a new person could follow it.
• Build the AI side with us, and decide what gets automated and what still needs a person.
• Bring the questions that keep coming back to the product team with numbers, including the ones that point to a bug.

What we look for

• Mandarin and English, professional working proficiency, spoken and written. Both are required, and we verify both in the first screening call.
• Early career welcome: this is an entry-level seat, typically 0 to 2 years of work experience, any major. What you have actually done counts more than your degree.
• Real curiosity about AI tools and a habit of trying one before judging it.
• You notice details other people skip, and you can take a tangled process and write it out as steps someone else could follow.
• Patience with a messy thread until it is sorted.
• Able to work on-site in Etobicoke, Monday to Friday.

How this role grows

We are hiring one person for this and would like it to stay one person for a long while. Automation takes the repeat questions off your plate, so your time goes to the cases that need judgement, to checking what the tools got wrong, and to fixing what causes the tickets. As the user base grows, so does the scope of the person who understands it best. If you are the one who built it, you are the one we want running it.

Compensation and support

• Compensation: CAD $42,000 to $48,000 base salary to start.
• AI tools: the tools the team already works with are provided, and every employee has a monthly personal AI tool budget under our AI tools policy for ones you want to try.
• Immigration support: Snaplii provides LMIA and PNP employer sponsorship for team members who qualify.
• Interview: a screening call in both languages with our HR lead, then one short exercise. We hand you a real, untidy support thread and ask you to write the steps you would follow next time. Bring whichever AI tools you already use.

Notices

• This posting is for an existing vacancy.
• We use AI tools to help screen, assess and organize applications. Final hiring decisions are made by people.
• Applicants who are interviewed will hear from us about the outcome within 45 days of their final interview.