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  • Posted: Jun 17, 2021
    Deadline: Jun 30, 2021
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  • Fliqpay is a cross-border payment infrastructure that enables businesses, fintechs and global organisations to send and receive payments securely.
    Read more about this company

     

    Merchant Success Lead

    Description

    • Own merchant relationships to create a mutually beneficial partnership, constantly keeping your eyes open for expansion/growth opportunities
    • Manage our FAQs & Support channel
    • Manage our Support CRM platform and responsible for meeting the set KPIs
    • Ensure existing articles are correct and up to date
    • Create articles/tutorials to go up on Technical Guides
    • Prepare set up to record video versions of tutorials for technical guides
    • Setup category/collection for (technical & non-technical) guides on the support center
    • Publicly distributed and accessible cheat sheet for using Fincra
    • Creation of demos and sample projects with corresponding technical articles in collaboration with support engineers
    • Manage and provide leadership for the support team
    • Serve as a cross-functional leader across the company - to ensure a unified and seamless merchant experience.
    • Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.
    • Swiftly respond to daily service inquiries from customers and manage these relationships with minimal supervision.
    • Develop a strong understanding of customer objectives.
    • Act as a thought leader, recommending areas of improvement, including opportunities for product adoption and the utilization of new platform features.
    • Develop a strong understanding of the business landscape and objectives, aligning these with customer deliverables.
    • Liaise with other departments to fulfill responsibilities, share information, and advocate for customer needs and requests.
    • Triage technical issues with development teams.
    • Elevate the overall customer experience.

    Requirements

    • Candidates should possess a Bachelor's Degree with 3 - 5 years work experience.

    Method of Application

    Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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