Customer Support Representative

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

📋 Description

• Deliver real-time customer support to B2B clients via chat and email.

• Address billing, technical, administrative, and domain-related inquiries regarding chargebacks and fraud prevention.

• Investigate customer issues and determine suitable next actions.

• Offer detailed guidance on product usage, features, and troubleshooting techniques.

• Collaborate with internal teams and handle escalations effectively.

• Prioritize customer concerns and ensure resolutions progress efficiently.

• Keep customers updated throughout the resolution journey.

• Gather customer feedback for continuous improvement.

• Accurately document and track customer interactions in communication, CRM, and ticketing systems.

• Maintain a comprehensive understanding of Chargeflow products, features, and updates.

• Assist customers in utilizing Chargeflow to manage chargebacks and safeguard revenue.

• Foster customer trust and loyalty through prompt, precise, and considerate support.

• Relay customer concerns and feedback to internal teams to enhance the customer experience.

⛳️ Requirements

• Minimum of 3 years in customer support positions.

• Exceptional written and verbal communication skills in English.

• Capability to clarify complex concepts to customers effectively.

• Strong attention to detail.

• Good judgment and a practical approach to investigating and resolving issues.

• Ability to manage multiple systems, stakeholders, and customer inquiries simultaneously.

• Skill in delivering clear and timely resolutions.

• Practical experience with CRM and ticketing systems.

• Preferred experience in live customer support within fintech and SaaS products.

• Preferred in-depth knowledge of chargebacks and fraud prevention strategies.

• Preferred hands-on experience with Intercom or Zendesk.

• Familiarity with relevant fintech regulations and compliance standards is preferred.

🏝️ Benefits

• Full-time employment opportunity.

• Option to work remotely.

• Chance to assist businesses in protecting revenue and addressing customer challenges.

• Collaboration with internal teams.

• Work in a product-led growth environment.

• Engage with an AI-driven fintech solution.

• Exposure to chargeback fraud prevention, eCommerce, and SaaS.