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Knowledge & Enablement Manager
Posted 6 days agoViewed
💎 Seniority level: Manager, 2 years
🔍 Industry: Fintech
🏢 Company: Payhawk👥 251-500💰 $100,000,000 Series B about 3 years agoFinancial ServicesPaymentsFinTechSoftware
🗣️ Languages: English
⏳ Experience: 2 years
Requirements:
- At least 2 years of customer support experience
- Fluent in English
- Experience working with case/ticket management systems (Salesforce, Zendesk etc)
- Excellent communication and problem-solving skills
- Ability and willingness to work independently and within a team
- Proactive attitude and attention to detail
- Multi-tasking abilities
Responsibilities:
- Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom)
- Analyze and report product malfunctions.
- Proactively engage with customers to solve issues before they become problems
- Follow up with customers to ensure their technical issues are resolved.
- Identify customer needs and help customers use specific features.
- Share feature requests and effective workarounds with team members.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Update our internal databases with information about technical issues and useful discussions with customers (Confluence).
- Collaborate with our Product team in keeping our help center articles maintained.
- Keep constant communication with our external stakeholders and collaborators via email and phone.
- Own our physical cards’ delivery tracking system.
- Work closely with our Customer Success Specialists on customer activation and retention.
- Take the extra mile to engage customers
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