Customer Success Associate at Gomoney

Job Summary

• As a member of the team, you will be responsible for supporting and educating our customers on platform usage, inbound requests, and improving their gomoney experience. Initially, you will be working directly with our retail product customer segment.
• This role gives you direct interaction with these customers, is critical to driving our customer satisfaction metrics, and is directly tied to the success of gomoney.
• You will play a collaborative role in growing and implementing standards and processes.
• You will maintain documentation such as correspondence and operational records and communicate promotional offers to customers.

 How Will You Create Impact?

• Every person in Customer Operations (COps) has the power to solve problems quickly and with minimal fuss.
• We'll give you all the tools and training you need so you know exactly how payments systems work, and you will listen to customersʼ concerns with positivity, empathy and patience.

Your other responsibilities will include:

• Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.
• Manage and resolve transaction escalations from outsourced agents, ensuring timely and accurate processing.
• Manage customer inquiries and issues received via support emails and the gomoney Twitter account.
• Coordinate with the Sterling Team on LASRRA updates and resolve onboarding-related issues.
• Review and authenticate customer KYC profiles and onboarding information.
• Engage with customers, product teams, engineering, outsourced teams, and Sterling Team to resolve issues.
• Use Zendesk, Notion, Outlook Support Mail, gomoney admin dashboard, qoreID portal, Smile ID portal, Slack, and Teams to manage and document all customer engagements.
• Investigating and solving customer service complaints.
• Cadenced and structured communication of customer feedback to our Product & Engineering teams.
• Defining and further developing standards of service excellence for all platforms to achieve through high touch culture, guidance, and accountability

 This might be for you if you have..

• 1-2 years' experience in customer success, experience or support roles.
• Excellent communication and interpersonal skills.
• A strong ability to work independently and are proactive.
• A strong understanding of operational processes and of customer services.