Customer Support Associate - L2

Overview

Customer Support Associate - L2 providing level 2 support for business members, centered on solving issues and improving product/member experience.

What you'll do

• Provide level 2 support by handling member priorities with time-sensitive, detailed product knowledge.
• Identify and note recurring patterns and highlight improvement areas for product and member experience.
• Get up to speed on new features related to streamlined payment processing.
• Deliver consistent feedback to Product and Operations Managers.
• Explore data and help with reporting to track product and service performance.
• Assist new team members with everyday back-office tasks and support Level 1 colleagues when needed.

What you'll need

• Exceptional spoken and written English skills.
• Comfort using tools like ticketing CRMs, GSuite, Jira, and Excel.
• Ability to talk to members across phone, chat, and email to help with business current accounts and suggest other beneficial products.
• Experience working in Customer Service for the finance industry.
• Some experience working in startups/scaleups.
• Strong organisational skills and responsibility for workload.

Details

• Location: Hyderabad, India.