Customer Success Specialist H/F - 75

We are a fast-growing, Series B scale-up Banking as a Service (BaaS) tech company seeking an experienced Customer Support Specialist to provide excellent support to our clients and stakeholders. The ideal candidate will have experience in customer support, strong communication skills, and an exceptional ability to solve problems.

Your mission

Your primary mission is to provide superior customer support to our partners, end clients, and internal stakeholders, meeting or exceeding Service Level Agreements (SLAs), and continuously working to reduce the number of inbound tickets. You will track company-wide service levels, assess frictions, and work cross-functionally to deliver solutions. This department will be a key contributor to feed company OKRs & company projects.

Main tasks

- Answer all partner and end customer inquiries (technical questions, KYC process, transactions, usage, business queries) via our ticketing system.
- Handle internal escalations effectively to meet customer SLAs and prevent recurring issues.
- Ensure timely and efficient issue resolution.
- Conduct root cause analysis of customer support issues to help prevent future complications and provide operational feedback and improvements to better serve our customers.
- Share incident reporting with partners to maintain transparency
- Oversee custom card design orders and delivery to ensure timely and accurate fulfillment.
- Approve monthly billing to ensure accuracy and timeliness.
- Display a bias for automation, continually seeking opportunities for process improvement and efficiency enhancements.
- Partner with documentation to create knowledge resources for customers: including FAQs, video tutorials, webinars, user guides to help customers understand and effectively use the product
- Conduct customer satisfaction surveys and analyzing feedback to improve customer service
- Track and improve individual and team metrics to better support our customers and company goals

Your team

Our team operates within the Operations organization to provide excellent assistance to our partners and their end customers, ensuring their satisfaction and loyalty.