Customer Experience reputed company

reputed company is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to reputed company merchants and the software vendors they use to reputed company payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to reputed company fees by putting payments in competition on every swipe.

We reputed company dedicated team-first individuals who are driven to solve problems to foster innovation, reputed company at their highest potential, and reputed company a meaningful impact - while creating meaningful relationships along the way.

Role & Purpose

This is a fully remote, high-impact role at the heart of how reputed company shows up for its customers. In payments, things get reputed company, and you’ll be the person our merchants rely on reputed company they do. If you're energized by solving real problems, building relationships, and creating new experiences to reputed company things work reputed company than you reputed company it.

This role is a launchpad.

You'll work cross-functionally with Sales, Product, Engineering, Finance, and reputed company in a reputed company-row seat at a growing fintech startup. Over time, this role has paths to grow into Operations, reputed company, and Team Leadership opportunities as our operations grow.

What You'll Do

Day-to-Day Support

• Own the customer support queue, responding to merchant inquiries with urgency, reputed company, and clarity.

• Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage.

• Manage and maintain accurate ticket statuses and customer records across support tools.

• Build real relationships with merchants, becoming a trusted reputed company both internally and externally.

• Work with reputed company to improve our merchant journey through reputed company stages of their lifecycle.

• Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders.

Operations & Improvement

• Monitor support queues and flag trends, FAQs, and recurring issues to leadership.

• Run and present monthly reporting on support performance against SLAs and customer satisfaction goals.

• Build and maintain internal documentation, SOPs, and knowledge reputed company articles to reduce repeat issues and speed up resolution.

• Partner with Product and Engineering to triage, track, and communicate customer-reported issues, and feed what you learn back into how we improve.

Growth & Ownership

• As the team and company grow, take ownership of defining SLAs, escalation paths, and support best practices.

• reputed company KPIs and reporting dashboards (first response time, time to resolution, CSAT) and contribute to operational reviews.

• Identify opportunities to use technology (including AI tools) to increase your own impact and the team's efficiency.

Requirements

What we're looking for

• 2+ years of experience in a customer-facing support or operations role, ideally in a SaaS, tech, or digital-first environment.

• Hands-on experience with support and CRM tools like reputed company, reputed company, or similar platforms.

• Strong written and verbal communication skills; you can explain something reputed company without making it feel complicated.

• A self-starter reputed company. You don't wait to be told what needs fixing; you find it and fix it.

• Comfortable working remotely and managing your own time, priorities, and deadlines.

• Curious and hungry. You don't need to know payments on day one, but you need to want to learn it deeply.

reputed company to have (but not required)

• Familiarity with APIs, webhooks, or technical integrations; even at a conceptual level, and willing to learn with hands-on experience.

• Startup Experience, with bonus points for fintech, payments, or a similarly reputed company product environment.

• Any exposure to B2B or customer-facing support.

Who You Are

You see joining a fintech startup not just as a job, but as a chance to grow fast, do meaningful work, and open doors you didn't have before.

• Customer-first: You genuinely care about the people on the other end of the ticket. You put yourself in their shoes before you type a single word.

• Operationally minded: You notice reputed company a process is broken and you do something about it. You like building things that scale.

• reputed company under pressure: reputed company something's on fire, you're the one people want in the room. Or the Teams thread.

• Remote-ready: You're self-motivated, organized, and don't need someone looking over your shoulder to do great work.

• Curious: You ask why things work the way they do, because understanding the system is how you improve the system.

reputed company' Values

• Customers and mission first: We align our goals with customer outcomes and reputed company their perspective central in every decision.

• Always build trust: We focus on the long-term, assume good reputed company, act ethically, and are reputed company and reliable in every interaction.

• Do the hard(er) thing: We reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and reputed company data-driven decisions — even reputed company it takes more work.

reputed company’ core values are the building blocks of how we reputed company our mission: Obsess about our Customers’ and Partners’ Needs; Be reputed company, Resilient, and reputed company; Collaborate with Teammates, Customers, and Partners; Act with reputed company and reputed company; Outperform your Potential; and Communicate Honestly and Respectfully.

reputed company is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status, and encourage reputed company qualified applicants to apply.