Customer Experience Specialist
2 days ago
Create a lasting impact in the fintech industry with our payment platform, empowering businesses with easy access to digital payments.
As a customer support specialist, you will play a vital role in elevating user satisfaction and helping their businesses grow. You will act as a trusted advisor to our merchants, delve into their pain points, and recommend tailored solutions to optimize their experience on our platform.
With your help, our merchants will maximize their value on our platform, become loyal, highly-engaged users of our service, and drive business growth through exceptional customer service and account management.
This is a full-time role with amazing growth potential. If you are empathetic, self-motivated, and possess great people skills, we would love to hear from you.
Key Responsibilities:- Own the post-sales cycle from customer engagement, retention, and growth of our users and become an expert on our products.
- Build relationships and become a trusted payments advisor to key stakeholders, in partnership with our sales team.
- Provide excellent customer service through messaging platforms and phone calls to ensure each client's success in using our platform.
- Be a great listener and uncover our user's needs, which may not be communicated explicitly.
- Identify areas for improvement in each client's business process and communicate solutions based on our products, customer success stories, and value proposition.
- Discuss customer insights and feedback with the product and engineering teams to drive our product strategy and innovation.
- Assess common pain points and suggest potential features or improvements that can solve these problems.
- 2+ years of customer success or client-facing experience, ideally working with a complex, technical product.
- Prior experience in payments and SMB is a plus.
- Strong business mindset with the ability to identify the strategy behind each of our user's businesses.
- Lots of empathy and patience. You're eager to advocate for our users, understand their pain points, and guide them through technical solutions.
- Experience handling difficult situations or customers while remaining professional and personable.
- Strong interest in the fintech industry and acquiring deep knowledge about technical products.
- An analytical and strategic mind with a deep interest in shaping our product strategy.
- Highly resourceful with the ability to navigate through our data to find solutions to ambiguous questions.
- A self-starter who can independently drive projects in a remote working environment.
- Willing to work flexible hours on weekends and shifts.
We are committed to delivering exceptional customer experiences and driving business growth through innovative solutions. Our goal is to empower businesses with easy access to digital payments and provide unparalleled support to our merchants.
We offer a dynamic and collaborative work environment where professionals can grow and develop their careers. Join us and be part of a talented team dedicated to shaping the future of fintech.
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