Junior Customer Support Specialist – Regulatory Risk Management
New
Source API remote eligibility restrictions: Colombia, rotating on-call scheduleFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Excellent communication skills in English, both written and verbal; German language skills are a plus.
- Required Skills
- AgileSCRUMJiraMicrosoft ExcelMicrosoft OfficeCRMConfluenceZendesk
Requirements
- Bachelor's degree in Business Administration, Economics, Taxation, or a related field.
- Proactive mindset and motivation to grow.
- Understanding of capital markets, financial instruments, and general taxation rules, including double tax treaties.
- Strong analytical skills with a high affinity for numbers.
- Proficiency in Microsoft Office tools, particularly Excel.
- Familiarity with Jira and Confluence is a plus.
- Excellent communication skills in English, both written and verbal.
- German language skills are a plus.
- Experience with Scrum and agile working methods is advantageous.
- Willingness to participate in on-call support according to the agreed timeline.
- Eagerness to learn and adapt to our Tax Reporting solutions.
- Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.
- Strong problem-solving skills, with the capacity to think critically and troubleshoot complex issues.
- Excellent interpersonal skills, with a customer-first mindset focused on delivering exceptional service.
- Ability to work independently and as part of a global, remote team.
Responsibilities
- Act as the first point of contact for client inquiries via platforms like Jira Service Desk, Zendesk, or similar.
- Triage and route tickets efficiently to the right internal teams, ensuring high-quality data capture and follow-up.
- Monitor ticket queues, track resolution status, and escalate time-sensitive issues where needed.
- Keep all client interactions and internal updates well-documented and easy to follow.
- Provide back-office support to Customer Success Managers (CSMs) through CRM maintenance, meeting coordination, follow-up tracking, and internal workflows.
- Help ensure accurate records and consistent updates across systems for full customer visibility.
- Assist in improving internal CS processes, templates, and playbooks as the organization scales.
- Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours.
- Collaborate across time zones with APAC and EMEA teams as part of a Follow the Sun support model.
- Contribute to internal reporting, operational documentation, and data entry tasks with a high standard of accuracy.
- Identify recurring patterns or inefficiencies in workflows and suggest improvements.
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