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Get to know Cloé, Head of Customer Success

One of our goals is to get you acquainted with our talented Moka team. Meet Cloé, our head of customer success!

Cloé comes from a small seaside village in northern Quebec. At 16, she moved to Montreal to pursue her university studies, and she’s been calling the city home for the past 15 years.

Cloé has been with Moka since 2016, and her current role is leading the Customer Success team. Her main mission is helping users have the best possible experience with the Moka app—she’s also the one who sends you those friendly Moka emails and wishes you a good day! 

Why did you decide to join the Moka team?

I had moved to Australia for 2 years, and when I returned to Montreal, I was looking for a new job. I met Phil Barrar, the founder and CEO of Moka, through a friend. At the time, the Moka team was only 4 people, and the app was not yet available on the Apple Store and the Google Play Store. I was the person Phil was looking for to handle all aspects of the client experience. Now with so many years of experience at Moka, my role is constantly evolving.

How were the early days at Moka?

I arrived during a period of high-growth. The team was in the same building and floor as they are today, but in an office at the other end of the hall. They worked in the same offices as their incubator, in a collaborative space where they could exchange and share their ideas with other start-ups.

How was your experience working remotely during the pandemic?

My partner and I bought a loft a few months before the start of the pandemic—an old factory that had been converted into apartments. We had plans to renovate everything and to move in afterwards. Then the pandemic hit, and the loft wasn’t close to being ready for working from home. Picture a completely unfinished loft without a kitchen table, me working from the sofa, and dust everywhere! 

Needless to say, it was a challenge for a few months. Like so many of us, we made the best of the situation, and today I have a great home setup.

What do you love most about your  job?

Many things make me happy working with Moka, but the main thing is having a positive impact on the lives of our users; namely, helping them invest when they didn’t know it was possible.

Are there any differences between French and Canadian Moka users?

Of course, the French and Canadian cultures are different. Canadians tend to be more familiar with the stock market, and with the concept of investing. The launch of Moka in France was different because the product had to be more informative and educational.

There are also some notable language differences. Both Quebec and France have French as the main language, but each country has its own unique expressions. Sometimes, the Customer Success team learns and teaches new expressions to our users!

What qualities are essential for your  role?

Being comfortable with the unexpected and with change are key for thriving in the world of start-ups. I have good listening skills and am empathetic, as our team represents the voice of the users. You have to be able to put yourself in their shoes and understand their point of view in order to offer them solutions.

What is your #1 financial goal?

I want to move. Because of the ongoing pandemic, my boyfriend and I have realized that a loft isn’t ideal for working from home.

We hadn’t planned on staying in the loft for a long time, as it was intended for a short, transitional period. But the pandemic changed our needs, and we’re now looking for a larger place where everyone can have their own space to work in peace.

What do you do to save money on a regular basis?

Like so many young adults, I didn’t realize the value of every single one of my expenses, and like so many people I struggled to save. Every month I paid my rent, bills, and necessary expenses, and only after did I save any money that was leftover (if there was any!). But now I’m  much more diligent! I allocate part of my pay each month as soon as I receive it into several investment accounts, including my Moka account. I don’t even have to think about it anymore because it’s automated.

What goal(s) did you achieve with Moka?

My first goals were travel goals, and I certainly reached them over the years! Currently, because of the pandemic, my goal is to build an emergency fund, which I’ve successfully been able to grow. 

What do you do in your spare time?

I’m very fond of yoga, reading, and I love to travel. I also enjoy spending time with my friends, and I’m a big foodie! 🍽 If you have any great spots in Montreal to recommend, don’t hesitate to share them with her 😉

Your favourite must-watch series?

There are almost too many to list! I really liked The Queen’s Gambit, because I found the costumes and the entire storyline very beautiful. Another favourite is The Crown, an interesting historical series on the Queen of England. I also recommend the series Atypical, the story of a young man with autism. For me, it’s both a touching and funny series.

What was your dream job when you were little?

I’ve been practicing classical dance for years. As a child, I dreamed of becoming a professional dancer 🩰

A funny story that happened to you?

I went to Miami with some friends for a music festival. We had a great week partying in Miami and our return flight home was booked quite early in the morning (you can imagine how we felt about this early flight!). Despite all the fun, we still managed to pack everything and have our things ready for the next morning.

We stayed out until 6am (it’s Miami after all!) but still got to the airport on time and checked in our luggage as planned. Once at our gate in the departure lounge, everyone put on their headphones and fell asleep while waiting for the flight. We were called to board but…no one woke up! The flight left without us along with our suitcases. We explained to the agent that we had actually arrived at the airport 5 hours earlier, but still missed the flight. Luckily, they booked us onto another flight home the same day.

The lesson she learned was to always set an alarm if you plan on falling asleep at the gate!

Is there another career that she would have wanted to pursue?

Maybe a lawyer, because what I was doing before Moka 👩🏼‍⚖️ I studied law and worked as a criminal lawyer. I miss some aspects of the job, but criminal law ended up not being the right fit for me. I would potentially be interested in a completely different branch of law, such as information technology law.