Customer Success Specialist

Our client operates in the rapidly growing fintech and cryptocurrency industry, specializing in B2B services. As a scaling startup, the company focuses on offering innovative payment solutions to its clients, aiming to streamline processes and enhance the user experience. This company is expanding its operations and seeking offshore support to maintain high-quality customer service for its B2B clientele.

Role Overview
The Customer Success Specialist will be responsible for managing B2B customer inquiries, focusing on payment-related questions. Reporting directly to the management team, this role will be vital in ensuring smooth communication between the company and its clients. The role also requires the development of a knowledge base to reduce repetitive queries and enhance the efficiency of customer support operations.

Location & Working Hours
Fully-Remote (Work from Home), 9 AM - 5 PM EST

Key Responsibilities

• Customer Inquiries Management
  Handle incoming B2B customer queries, focusing on payment-related questions.
  Forward unresolved queries to partners, ensuring prompt resolution and clear communication back to clients.

• Knowledge Base Development
  Create and maintain an FAQ and knowledge hub to streamline customer support and reduce repetitive queries.

• Tech Stack Management
  Use tools like Slack, WhatsApp, and Pylon to manage customer communication and track ongoing issues.

• Customer Support Reporting
  Monitor and report on common customer concerns, ensuring that feedback is used to improve services and the knowledge base.

• Collaboration with Partners
  Work closely with payment processing partners to resolve any technical or operational issues promptly.

Qualifications

• Experience
  2+ years in a customer success or support role, ideally within fintech or payment services.
  Experience handling B2B customer inquiries, particularly in payment-related queries, is highly preferred.

• Skills
  Strong written and verbal communication skills.
  Ability to troubleshoot customer issues and provide clear solutions.

• Education
  A degree in Business, Finance, or a related field is preferred, but not required.

• Soft Skills
  Highly organized with a keen eye for detail.
  Problem-solving mindset with the ability to work independently.
  Customer-focused with strong interpersonal skills.

What Success Looks Like for the Role

• Successful integration into the team and full grasp of company processes within the first 30 days.

• Effective communication with clients and partners, ensuring quick responses to inquiries.

• Reduction in repetitive queries through an up-to-date and comprehensive knowledge base.

• Positive feedback from clients on the support provided and overall service satisfaction.

• Continued optimization of customer support processes and increased efficiency.

The Opportunity
This role offers an exciting opportunity to be part of a fast-growing fintech company. You will play a key role in improving customer satisfaction and streamlining support operations. If you are passionate about fintech and enjoy problem-solving, this is the perfect opportunity to grow your career in a dynamic and innovative environment.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets