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Metro location, generalist CX operations role, and popular title increase applicant competition.
Core CX and operations skills are broadly transferable across industries, so background sensitivity is low.
No explicit years but expects CRM, Excel, and late-shift availability, making filters moderately strict.
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Serve as the primary point of contact for merchants, managing digital queries via email and live chat end-to-end.
Investigate and resolve payment-related issues promptly to maintain smooth merchant operations.
Collaborate with Sales, Underwriting, and other teams to ensure seamless merchant experience and relay customer feedback for continuous product and process improvements.
Experience in a customer experience role; experience in financial services or fintech preferred but not mandatory.
Fluent in English with strong written and verbal communication skills.
Proficient in Excel and familiar with CRM or operational systems like Salesforce.
Ability to work independently during late-shift hours with sound judgment and escalation skills.
Experienced in handling end-to-end customer operations within a fintech or financial service environment, focusing on operational problem resolution.
Strong organizational skills to multitask effectively in a fast-paced setting with attention to detail.
Comfortable using data-driven tools and collaborating cross-functionally to enhance customer experience.