About KOHO
We’re on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We’re a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians.
At KOHO, we’re not your average 9-5. We believe real impact comes from people who are trusted, empowered, and supported to do their best work - without sacrificing their lives to do it. We prioritize work-life integration, not just work-life balance. That means asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust.
KOHO is entering its next chapter - leaner, smarter, more AI-integrated. We’re building for impact, not bureaucracy. If you thrive in environments that value clarity, ownership, and bold thinking, you’ll fit right in.
About the Role
Reporting to the Team Leader of Transaction Fraud and Disputes, the Dispute Support Specialist will play a crucial role in supporting the Transaction Fraud and Disputes team in their daily operational needs. This position supports the Quality Assurance Lead and a team of 23 remote agents and is responsible for handling agent request tickets, determining write-off approvals, managing queue volumes, and coordinating agent movement. This role will at times interact directly with customers and even law enforcement. Our ideal candidate has strong problem-solving skills, applies sound judgment, displays empathy for users who are in the dispute process, and communicates openly and broadly within the risk team about trends, challenges, and opportunities to improve the operations of the Dispute team.
What You'll Do
Respond to agent-submitted support requests and review cases to provide final approvals for write-offs.
Liaise with customers on escalations, acting as their first point of contact in an escalation.
Monitor queues and wait times and move resources as needed.
Maintain reporting on escalation trends and understanding of agent knowledge gaps through ticket requests.
Verify legitimacy of police reports and monitor general support requests from Fraud & Dispute channels via Slack.
Collaborate externally with Wealthsimple to ensure alignment of team goals with overall fraud strategy objectives.
Craft well-structured recommendations that address business challenges.
Present insights, findings, and strategic initiatives to leadership teams.
Influence decision-making through strong analytical storytelling and persuasive communication.
Who You Are
You have at least 2 years of customer service background with strong verbal and written communication skills that will be leveraged internally and externally.
You have Experience in Fraud and Disputes investigations and chargebacks.
You are a fast learner and can work autonomously, thinking ahead to anticipate customer objections, questions, and possible outcomes.
You are curious and look for solutions while finding opportunities to improve the status quo.
You enjoy solving problems and use facts and data to drive decisions.
You can clearly identify trends in agent knowledge gaps and are passionate about supporting KOHO in achieving its key financial and customer service goals.
You operate well in fast-paced settings with shifting priorities, always staying focused on impact.
You are comfortable managing cross-functional, multi-stakeholder projects and communicating through presentations.
What’s in it for you?
?? Opportunity to shape the future of fintech and financially empower a generation of Canadians
?? Competitive compensation & equity
?? Fantastic, Deeply Engaged Team (check out our engagement scores here!)
?? Generous vacation + Wellness days + Flex Days + holiday closure
?? Remote-first environment + coworking support + yearly all hands retreat
?? Access to coaching & growth programs
?? Parental top-up & leave policies
?? Comprehensive health benefits
?? Power-up budgets for books, home office setup, phone & internet, AI tools, and professional development
KOHO is for builders.
If you’re energized by challenge, motivated by mission, and want to be part of a team that punches above its weight - we want to hear from you.
The KOHO culture is one of collaboration, creativity, and diverse perspectives. We are committed to building and fostering an inclusive, accessible environment for everyone. If you have any questions, concerns, or requests regarding accessibility needs, please contact peopleaccessibility@koho.ca and the People and Culture team will be happy to help.
AI Disclosure: KOHO uses artificial intelligence (AI) in certain aspects of its recruitment process to screen, assess, or select applicants. For any questions or concerns, please contact us at talent@koho.ca.
Note: this posting is for an existing vacancy that we are seeking to fill.
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