
Business Relationship Manager
1 day ago
Job Title: Customer Support Specialist
Description:We are seeking a skilled and empathetic Customer Support Specialist to join our team. In this role, you will play a direct role in elevating user satisfaction and helping their businesses grow. As a trusted advisor to our merchants, you'll delve into their pain points and recommend tailored solutions to optimize their experience on our platform.
Responsibilities:- Own the post-sales cycle from customer engagement, retention, and growth of our users and become an expert on HitPay's 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 HitPay's 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 HitPay's products, customer success stories, and value proposition
- Discuss customer insights and feedback with the Product and Engineering teams, in order to drive HitPay's 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
- Payments and SMB experience is preferred
- Strong business mindset, with an 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 in acquiring deep knowledge about technical products
- An analytical and strategic mind, with a deep interest in shaping our product strategy
- Highly resourceful, with an ability to navigate through our data to find solutions to ambiguous questions
- Self-starter who can independently drive projects in a remote working environment
- Willing to work flexible hours on weekends and shifts
- Highly motivated, smart, and ambitious team
- Learning opportunities and growth
- Flexible, remote working
- Local GP medical reimbursement
- 21 days annual paid leave
- Unlimited medical leave
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