Investor Services Specialist

Description

OurCrowd is seeking an Investor Services Specialist to be the first point of contact for our global investor community. This is a hands-on, high-volume operational role: you’ll manage the Investor Services inbox, resolve investor tickets end to end, and keep our processes and records running smoothly. If you’ve been an executive assistant, client coordinator, or customer service lead who keeps a busy inbox under control, anticipates what people need before they ask, and gets the details right every time, you’ll thrive here.

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.

Meet SLAs, Every Time

• 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.

Grow into Investor Docs

• 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.

Who You Are

• 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.

Requirements

• 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.

Interview Process

• 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

Our process includes several interview steps because this role sits at the intersection of multiple teams. You’ll meet the people you’ll be partnering with, and they’ll get to know you.

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

Please note that this post is for an existing vacancy on our Business Operations team in Toronto. Applicants must be legally authorized to work in Canada. Every application is reviewed individually by a real member of our hiring team; AI tools are used as a supplemental screening aid only. OurCrowd is committed to an inclusive, accessible recruitment process. We welcome and encourage applicants from all backgrounds and are committed to creating a workplace that is diverse, equitable, and inclusive. If you require accommodation at any stage of the application process, please contact [email protected].