Operations Specialist managing internal systems and processes for leading AI - powered Sales & Marketing platform. Supporting operational readiness and driving process improvements in a fast - growing environment.
About the role
- Payments Ops Specialist resolving customer inquiries at a payment solutions startup. Engaging with clients and collaborating with cross-functional teams to enhance customer satisfaction.
Responsibilities
- Handling inbound requests through multiple communication channels (phone, email, chat, etc.) from platform customers and internal teams.
- Providing timely and accurate responses to inquiries, troubleshooting issues, and offering solutions to ensure customer satisfaction.
- Collaborating with and escalating to cross-functional teams including technical support, Platform Success Managers, Risk, and other Payment Operations teammates.
- Maintaining records of customer interactions, inquiries, and resolutions using CRM software and/or other designated systems.
- Assisting in the development and improvement of support processes and procedures to enhance efficiency and effectiveness.
- Following through with customers to ensure issues are resolved satisfactorily, gathering feedback for continuous company improvement.
- Participating in training sessions and staying up-to-date on product knowledge, policies, and procedures to provide accurate and up-to-date information to customers.
Requirements
- 1-2+ years of experience in a customer support or related role, *preferably in payments, fintech, or an adjacent field.*
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
- Strong problem-solving abilities and is passionately customer-focused to effectively address inquiries and resolve issues.
- Ability to work well independently as well as collaboratively in a fast-paced environment
- Organized and time-efficient in prioritizing tasks to meet deadlines.
- Proficiency in using CRM software, ticketing systems, and other relevant tools for managing customer interactions and data entry, *preferably HubSpot and Slack*.
- Incredibly detailed orientated and fixated on accuracy in data entry and record-keeping tasks.
- Adaptability and willingness to learn new technologies and processes.
Benefits
- comprehensive health benefits package
- unlimited paid time off
- paid parental leave
- fun and flexible working environment
- continuously invest in our people and our culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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