Client Support Specialist

View full description

Requirements:

• At least 5 years of experience in client success or account management, with a proven track record of overseeing client accounts and effectively managing interactions across multiple communication channels (chat, email, and calls). Prior experience in a senior, lead, or managerial capacity is highly preferred.
• Proven experience in providing B2B technical solutions, including resolving complex technical issues, assisting with system integrations, and delivering tailored product implementations, while maintaining strong client relationships and ensuring adherence to service-level agreements (SLAs).
• Demonstrated expertise in supporting U.S. clients, prioritizing exceptional customer satisfaction.
• Fluent in English, with strong written and verbal communication skills. You can break down and articulate complex ideas in simple, understandable ways.
• Highly organized with strong attention to detail. Have a great approach to high level accuracy within a deadline-driven environment.
• Comfortable working in a dynamic startup environment and taking ownership of client issues.You are highly proactive, curious, driven and self-sufficient.

Responsibilities:

• Support merchants through a full end-to-end platform onboarding process, guiding them in adapting to our tool and troubleshooting any issues.
• Engage with clients via email and phone, ensuring all interactions are handled with professionalism and clarity.
• Respond to and resolve technical inquiries in a timely and efficient manner.
• Maintain accurate records of interactions and follow up to ensure client satisfaction.
• Collaborate with cross-functional teams to escalate and resolve complex issues.