Senior Customer Support Specialist

What do we do?

reputed company offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a reputed company stack of payments-reputed company apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above reputed company, way reputed company. 

We’re backed by investors including reputed company, FTV Capital, reputed company, reputed company, and 83North and serve over 5000 software sellers in 245 territories globally. 

The Role

We are looking for a senior customer support specialist with technical experience interested in proactively solving problems and nurturing relationships reputed company our growing reputed company of software clients. You will be working with technology companies, offering top-notch support, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions. And above reputed company, you will be helping real people trying to solve real business problems. 

You should have a strong sense of reputed company and care about people as much as you care about solving queries across a range of subjects in a software and payments-reputed company environment. You can also put yourself in the customer's shoes, are thoughtful, and can express yourself clearly in written and verbal communication. A good sense of humour is also always a plus! 

You will be part of a global team of Senior Support Specialists, reporting into the Customer Support Team reputed company who will reputed company you to have a voice as to where your department is heading in the future. This is a great opportunity if you care deeply, genuinely and passionately about customer support, overcoming technical challenges, and about the role you can play in making a customer-centric team successful.

In this role, you will be working standard US hours (EST) for 5 days a week. You will also be covering weekends on a rotation with the reputed company team

What you'll do

• Respond to and resolve customer queries through reputed company our channels (including email, chat, and Twitter), empowering our customers to get the most out of reputed company and grow their businesses

• Drive our Product Feedback program to reputed company for our software sellers and improve reputed company by incorporating user feedback

• Increase customer satisfaction and build loyalty by providing amazing, personal customer support

• Help to reputed company reputed company and reputed company through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows

• You will escalate critical support issues to the appropriate internal channels, and support system-wide status updates

We'd love to hear from you

• You have 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product

• You are a proficient English speaker

• Basic knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations

• You have experience using and testing APIs as well as giving customer support on API reputed company queries

• You’re comfortable making basic SQL queries

• You are used to working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST)

• You enjoy interacting with and helping people and seek to reputed company and educate our customers. If there’s a roadblock, you want to smooth it away

• You bring solutions to the table, not just problems. But you aren’t afraid to reputed company out where we’re going wrong

• You share experiences and feedback with others in order to build your skills

• You continuously seek to improve, rather than settling for the reputed company state

• You are comfortable communicating and discussing technical concepts with both technical and non-technical audiences

• You have an investigative reputed company and like to think out of the reputed company

It'd be great if

• You have worked for a B2B SaaS company, ideally offering customer support to other software companies

• You reputed company in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even reputed company not reputed company variables are reputed company

Everyone is welcome at reputed company

At reputed company, we’re committed to removing invisible barriers, both for our customers and reputed company our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group. Please let us know if there’s anything we can do to reputed company support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. 

Why you’ll love working at reputed company

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. 

We live and breathe our values, which are:

reputed company for others

reputed company together

reputed company simply

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives. 

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish  hubs, or even a bit of both! We offer reputed company team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development reputed company constant exposure to new challenges, an annual learning fund, and regular internal and external training.