Customer Success Specialist

Mosed Corporation is looking for a talented Customer Success Specialist who truly enjoys working in the Customer Support field and genuinely cares about wowing Customers with a service that leaves lasting, positive impressions every single time they get in touch with us. The successful candidate will play a fundamental role in ensuring a seamless experience to anyone who gets in touch with Mosed's client, MyAssets, by providing exceptional support. The majority of this position will be servicing inbound contacts from either already subscribed Customers who need our assistance, or prospecting Customers who have few general questions before they sign up. He/she will handle Customer queries, offer solutions and most importantly, you'll be the voice of a Customer internally by providing their feedback and improvement needs/ideas.

This is a great opportunity for someone who is obsessed with providing the best in class Customer Experience, using the best tools on the market and furthering their career in the CS field.

About MyAssets

MyAssets is a dynamic and innovative B2C start-up within the FinTech industry. Its cutting-edge application empowers customers to securely store and manage their personal assets, providing them with the tools and insights to make informed financial decisions. MyAssets' commitment to data privacy and a customer-centric approach sets us apart in this rapidly growing industry.

What will you be doing

• Being the first point of contact across multiple channels for anyone who gets in touch with MyAssets, personalizing each interaction to best suit their needs
• Demonstrating an exceptional product knowledge, professionalism and empathy to ensure each Customer feels valued
• Utilizing sales skills to turn leads into subscribed Customers (sale through service)
• Providing excellent support through all communication channels/interactions, addressing queries, resolving issues, and guiding Customers through solutions
• Documenting and maintaining accurate records of Customer interactions, ensuring thoroughness and clarity in communication
• Collaborating closely with internal and external teams, escalating complex issues, tailoring the relevant solutions to their needs while ensuring timely resolutions
• Spotting and raising any product or procedure improvement opportunities
• Staying informed about MyAssets' platform features and updates to assist Customers effectively
• Performing other duties as required. This job description in no way states or implies that these are the only duties to be performed by the Customer Success Specialist. Employees may be required to perform other job-related duties as the exigencies of the client's business may require.

What we're looking for

• Minimum 3 years of relevant work experience providing customer support in a similar role
• Experience specifically within B2C technology platforms is essential for this customer support position
• Effective communication skills including writing and speaking
• Excellent interpersonal skills, ability to build rapport with Customers from diverse backgrounds
• Listening skills, emotional intelligence, and ability to read Customers
• True passion to put yourself in the Customer shoes, show empathy and be dedicated to resolving their enquiry
• Strong technical aptitude, ability to troubleshoot and resolve common issues (desktop and app)
• Patience, problem-solving skills, and the ability to remain calm under pressure
• Ability to prioritize tasks, work independently, and meet deadlines
• Team player who is adaptable and has a great work ethic (willingness to do what needs to be done)
• Commitment to providing exceptional customer service, nurturing positive attitude, creating fun, but focused working environment for you and your colleagues
• Focus on accuracy and quality of produced work
• Creativity and resourcefulness (commitment to beneficial user interaction, always thinking outside the box and going the extra mile to exceed Customer expectations)
• Commitment to learning beyond onboarding
• Willingness to work onsite on different shifts
• Availability to work rotating day and evening shifts as required by business needs

We Are Especially Excited About Candidates Who

• Have experience using systems such as HubSpot and Genesys

What's in it for you?

• Medical and life insurance coverage from the 1st day of employment
• Best in class operating systems
• From day one we'll teach you about our product, processes and systems and you'll learn how to respond to queries efficiently and quickly, and become better every day
• Your feedback and improvement ideas will be valued and acted upon
• Growth opportunities
• You will be part of an exciting journey building the market leading B2B and B2C asset management platform and learn from the best experts within the business

Do you think you've got what it takes? We'd love to hear from you

** Reporting Line: Customer Service Manager (U.K.)