Customer Success Associate at Kippa

Job Description
We are looking for a Customer Success Associate to assist our users in resolving issues, responding to requests,  guide product users through features and functionalities, conduct onboarding and ensure customer satisfaction. Ultimately, you will help establish our reputation as a company that offers excellent customer support during every aspect of the customer journey.
Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email, social media or livechat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Escalate customer issues and inquiries
• Monitor customer complaints on social media and support channels to ensure issue resolution.
• Conduct Onboarding and KYC requirements. 
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Explain simply and clearly in response to customer questions and check for customer understanding and  acceptance

Requirements

• Minimum of 1 year previous customer service experience is a plus or similar CS role
• Minimum of a Bachelor's degree from a recognised institution.
• Previous experience in a Fintech
• Experience using Front, Rocketchat, Jira, SQL and remote support tools
• Understanding of CRM systems
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Have customer empathy