Customer Support Representative

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

📋 Description

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

• Foster trust and loyalty among customers by providing timely, precise, and considerate support.

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

• Deliver outstanding B2B client support via live chat and email.

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

• Examine customer issues, determine next steps, and strive for swift, accurate resolutions.

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

• Collaborate with internal teams, handle escalations, and prioritize customer-related issues.

• Keep customers updated and gather feedback on their experiences.

• Record and monitor customer interactions in communication, CRM, and ticketing systems.

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

⛳️ Requirements

• A minimum of 3 years in customer support positions.

• Exceptional written and verbal English communication skills, with the capability to clarify complex concepts for customers.

• Strong attention to detail, sound judgment, and a practical approach to investigating and resolving challenges.

• Capability to manage multiple systems, stakeholders, and customer inquiries while providing clear and timely resolutions.

• Practical experience with CRM and ticketing systems.

• Experience in delivering live customer support in the fintech industry and for SaaS products (preferred).

• Comprehensive understanding of chargebacks and fraud prevention strategies (preferred).

• Hands-on experience using Intercom or Zendesk (preferred).

• Familiarity with relevant regulations and compliance standards within the fintech sector (preferred).

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment.