Customer Success Associate at Kippa

Job Description

• We are looking for a Customer Success Specialist to assist our users in resolving issues, responding to requests,  guide Kippa agency banking users through features and functionalities, conduct onboardings 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
• Support Kippa agents on use of POS, escalation and resolution of disputes.
• 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 a Bachelor's Degree from a recognised institution.
• Minimum of 1 year previous customer service experience is a plus or similar CS role
• Previous experience in a Fintech
• Previous Agency banking support experience.
• Experience using Front, Rocketchat, Jira, SQL and remote support tools
• Understanding of CRM systems
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Customer empathy.

Cultural Competencies:

• You work well with people of different backgrounds, identities, values and cultures
• You listen well, seek to understand and respond with empathy
• You give and take constructive feedback to and from colleagues at any level
• Honesty and Integrity as a watchword
• You are extremely curious and love working collaboratively
• A knack for continuous growth, learning and knowledge sharing

What matters most?
Nobody can be great at everything, but we’re looking for candidates who exemplify the following:

• Rigor for metrics: you have a commitment to a process for extracting answers out of ambiguous questions and situations
• Bias to action: you feel an urgency to unblock yourself and others to deliver results

Working at Kippa
Read a summary of what it is like to work at Kippa Here