Responsibilities:

• Resolve inquiries or brief the appropriate department to complete the inquiry
• Troubleshoot and resolve minor technical-related issues and concerns
• Manage, record, and track customer issues, product feature enhancement requests,
• Provide personalized support to enterprise/high-value customers and be willing to go the extra mile to ensure customer satisfaction
• Manage inbound channels, like emails, live chat, WhatsApp chat, calls, etc, and ensure such communication is tracked on Hubspot
• Document and update merchant records based on interactions in our CRM database and/or manual sheets
• Develop and maintain a knowledge base of the evolving merchant-related issues, equipment, and services
• Communicate with internal departments to provide an efficient workflow to handle both merchant and technical-related issues.
• Identify problems and become an agent of change
• Develop market specialization to deliver knowledge to our customers and maintain a close relationship with them
• Be a customer advocate, identify trends in customer issues with the product, and ensure measures are being put in place to avoid such issues
• Adopt a proactive approach to customer experience management

Technical & Professional Requirements:

• Minimum of 3 years of experience in a customer-facing role (customer service, customer support account executive, relationship manager)
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
• Strong desire to help build and solve problems – you get excited by new challenges and using technology to overcome them
• Good knowledge of managing and tracking support metrics manually and with automation
• Good understanding of CRMs such as Freshdesk, Hubspot
• Highly collaborative, over-communicative, and have a team mentality, a self-starter with a customer-centric mindset
• Excellent relationship-building skills, ability to become a trusted advisor
• Represent customer needs to the product and development teams
• Plus – experience in fintech, particularly payments