Job Description
Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online.
Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries.
But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace.
Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite.
What We Offer
Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process.
Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity.
Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.
Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.
Position Summary:
As a Junior Customer Experience Specialist, you will play a key role in supporting customers as they use Trulioo’s identity verification platform. This is an entry-level, customer-facing role designed for individuals early in their careers who are eager to develop both technical and customer experience skills.
You will work closely with customers and internal teams to resolve issues, answer questions, and ensure a smooth experience across onboarding, API usage, and verification workflows. This role sits at the intersection of customer support, technology, and compliance, offering strong opportunities for growth within a global SaaS environment.
This will be a full-time, permanent position working out of the Vancouver office on a hybrid model (3 days per week in the office).
What You’ll Do:
Provide timely, professional support to customers via Zendesk ticketing systems, Slack, and other channels
Offer immediate, high-touch technical guidance using audio and video conferencing to assist users with platform navigation and problem-solving
Troubleshoot basic technical issues related to API integrations, verification results, and product configuration; escalate complex issues as needed
Help interpret verification outcomes and guide customers on best practices for using Trulioo’s services
Collaborate with cross-functional teams including Product, Engineering, Data Science, and Partnerships to resolve customer issues
Maintain accurate and detailed records of customer interactions, issues, and resolutions
Support customer onboarding and adoption by assisting with setup, configuration, and general product guidance
Contribute to achieving team metrics such as SLA adherence, response times, and customer satisfaction scores
Participate in a rotating on-call schedule (via PagerDuty) to ensure consistent service availability and timely response to urgent after-hours incidents.
Follow internal policies and procedures, including compliance and data handling standards
Participate in team initiatives and continuous improvement efforts within Service Delivery
What You'll Bring:
Strong written and verbal communication skills, with the ability to explain technical concepts in a clear and simple way
Customer-first mindset with a proactive, problem-solving approach
Curiosity and interest in technology, identity verification, fraud prevention, or fintech
Ability to analyze information, identify issues, and propose solutions
High attention to detail and strong organizational skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Comfortable working both independently and collaboratively across teams
Eagerness to learn new tools, systems, and technical concepts
Written and verbal English proficiency
Education and Experience:
Post-secondary education in business, technology, or a related field (or equivalent practical experience)
Must have a minimum of 0 - 3 years experience in a customer-facing role
Basic proficiency with productivity tools such as Google Workspace or Microsoft Office
Nice to Have:
Exposure to SaaS platforms or technical support environments
Familiarity with APIs, JSON, or tools like Postman (training will be provided)
Experience with CRM or ticketing systems (e.g. Salesforce, Zendesk)
Understanding of identity verification, compliance (KYC/KYB/AML), or fintech concepts
Thriving at Trulioo
At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.
We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.
Get an inside look at life at Trulioo by following us on LinkedIn, or learn more about us at www.trulioo.com
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.
Privacy Notice
As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy in the section “When you apply for a job”.