Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Senior Customer Support Specialist for Swedish merchants at a fintech company transforming B2B payments. Handle complex inquiries, improve processes, and elevate support standards.
Responsibilities
- Operational Expert for Key Merchants: Serve as the go-to person for all BAU servicing activities for key Swedish merchants. This includes onboarding service teams to new processes, training them on Two's platform, and setting up collaborative processes to continuously improve servicing quality and efficiency.
- Extreme Ownership of Complex Cases: Handle Tier 2 escalations and complex B2B financial and technical inquiries from our Swedish merchant base via chat and email, owning the issue from the first contact to definitive resolution.
- Customer Empathy and Communication: Provide clear, concise, and professional communication in both Swedish and English, turning emotionally charged or difficult customer situations into positive, brand-defining experiences.
- Cross-Functional Collaboration: Act as the primary bridge between the Swedish customer base, Operations, Product, and Engineering teams to diagnose platform issues, suggest technical fixes, and ensure permanent resolution of recurring bugs.
- Drive Process Improvement: Proactively identify gaps in internal processes, product functionality, or documentation, and take the initiative to implement or lead the creation of solutions (e.g., new SOPs, automation ideas).
- Team Elevation: Serve as a subject matter expert and mentor to junior agents, contributing to the knowledge base and setting the benchmark for troubleshooting and resolution quality across the team.
Requirements
- Experience: Minimum 3-5 years of experience in a high-volume, complex customer-facing support role, with at least 1 year in a Senior, Tier 2, or Escalation-focused capacity.
- Language Fluency: Native or full professional fluency in Swedish (written and spoken) and Expert English (written and spoken).
- Ownership Mentality: Documented history of taking accountability for issues outside of standard scope and seeing them through to the end.
- Fintech Proficiency: Advanced troubleshooting skills and strong foundational knowledge in Fintech, SaaS, or B2B payment processing environments.
- Tools: Expert proficiency with CRM and ticketing systems (e.g., Zendesk, Intercom).
Benefits
- SEK 5000 annual allowance to spend on anything that will contribute to your mental or physical health
- SEK 5000 annual allowance for learning and training
- SEK 5000 support for a cell phone every 24 months (from your 6th month anniversary)
- Equity – get options at Two as part of your offer, and have a real stake in the company’s success
- Work on a cutting-edge B2B payment system, shaping the future of business to business payments
- Find your best way to work with our office-led, remote-friendly working framework!
- **Deadline: 14th of January**
Job title
Job type
Experience level
Salary
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Degree requirement
No Education Requirement
Location requirements
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