You’ll be a first point of contact in the investor journey, working closely with investors, Account Managers, Finance, and Compliance, and supported by a financial liaison at our Israel headquarters, to resolve inquiries and ensure a seamless, positive experience at every stage of the investment lifecycle.
You’ll own the Investor Services inbox function, with investor documentation as your secondary area. You’ll work alongside a Toronto-based counterpart whose roles are reversed: documentation is their primary focus and the Investor Services inbox is their secondary, so the two of you can cover each other. After your first six months, you’ll be trained on investor documentation, with the goal of being fully proficient in both by the end of your first year.
This is a full-time role based in our Toronto office at Yonge & Richmond, with a flexible hybrid setup of 2–3 days in office.
Responsibilities:
Be the Face of OurCrowd to Investors
- Respond to investor inquiries by email and through our ticketing system with clear, professional, and friendly communication.
- Answer questions on wire transfers, cash and share distributions, portfolio companies, and exits.
- Obtain EINs from the IRS for new funds and entities, ensuring investors have what they need to file their taxes.
- Work with internal teams (Finance, Legal, Fund Operations) to get accurate answers back to investors quickly and close every loop.
- Hit first-response and resolution SLA targets on every ticket.
- Flag tickets at risk of breaching SLA early and escalate before deadlines are missed.
- Keep ticket status, notes, and investor records accurate and up to date in our CRM and ticketing tools.
- Get trained on investor documentation processes and take on increasingly complex document requests over time.
- Review and process investor documents accurately and on time, working closely with Compliance, Legal, and Finance.
- Service-minded: You stay patient, warm, and professional, even with frustrated investors, and you care about getting it right for them.
- Proactive: You spot aging tickets, recurring questions, and process gaps, and you address them without waiting for direction.
- Detail-oriented: You review your work, keep accurate records, and catch errors before they reach others.
- Accountable: Investors and the Investor Services team rely on you for timely, dependable responses across all communication channels.
- Process-driven: You enjoy structured, repeatable work and find satisfaction in a clean queue and accurate records.
- Quick to learn: You pick up new information quickly, ask questions when needed, and handle tickets independently.
- 2–3 years in customer service, client services, investor relations, executive or administrative support, or a support role.
- Experience in finance, fintech, or another regulated industry - advantage
- Excellent written and spoken English, with clear, professional business writing.
- Proven experience working within SLAs or response-time targets in a ticketing or case-management system.
- Comfortable with high-volume, process-driven work and repetitive tasks.
- Strong organization: able to manage a high volume of open tickets without dropping any.
- Experience with Salesforce, Monday Work Management, and Monday Service is an advantage.
- Available to start immediately or within a short notice period.
- Video call with Senior HR Manager
- Take home task
- Virtual Teams interview with Associate Directors of Investor Services & Docs
- Virtual Teams interview with Head of Business Ops & Director of HR
- References
- Background check
Compensation & Benefits:
- Salary range of $58,000–$60,000 CAD, commensurate with experience
- Hybrid work model
- Comprehensive health benefits
- Flexible wellness program
- Generous vacation policy plus 10 personal days
- Collaborative, supportive, and global work environment