Client Success Associate

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Act as the main point of contact for inquiries from partners and merchants, providing prompt and professional assistance via email and phone.

• Develop trustworthy relationships through responsive, professional, and solution-focused communication.

• Address and resolve incoming support requests from partners and merchants.

• Assess, document, and escalate issues to internal teams as necessary.

• Uphold service level agreements (SLAs) and ensure timely follow-up on all outstanding cases.

• Monitor, prioritize, and manage assigned support tickets until resolution.

• Keep accurate records of customer interactions, account updates, and support documentation.

• Contribute to enhancing the external knowledge base and communication resources.

• Identify recurring issues and collaborate with internal teams to implement long-term solutions.

• Document procedures, troubleshooting methods, and best practices to boost team efficiency.

• Work closely with Client Success Managers to ensure smooth transitions and shared information.

• Collaborate with Engineering and Technical Support to investigate and resolve intricate issues.

• Engage cross-functionally with Onboarding, Risk, Compliance, and Operations to address customer needs.

• Highlight customer feedback, trends, and product issues to enhance the overall client experience.

⛳️ Requirements

• Over 1 year of experience in a customer support, help desk, IT support role, or a similar customer-facing position.

• Strong problem-solving abilities and excellent written communication skills.

• Outstanding communication and interpersonal abilities, with a passion for engaging with clients and individuals daily.

• Familiarity with ticketing systems such as Zendesk, Freshdesk, etc.

• Experience with financial software or payment systems is advantageous.

🏝️ Benefits

• Competitive salary.

• Stock options with the opportunity to gain additional equity as the company expands.

• Flexible paid time off (PTO) and paid parental leave.

• Medical, dental, and vision insurance.

• 401K, HSA, and pre-tax savings programs.