Job Title: Remote Customer Support Officer
Company: Stripe
Location: Galway, Connacht, IE
Job Type: Full-time
Seniority: Associate Level
Years of Experience: 2
About Stripe:
At Stripe, we empower businesses and entrepreneurs around the world to accept payments and manage their online enterprises with ease. We're on a mission to simplify online commerce and to help our clients thrive in the ever-evolving digital landscape. Join a team where innovative ideas thrive, and every employee is encouraged to think and act like an entrepreneur.
Job Overview:
We are seeking an enthusiastic and resourceful Remote Customer Support Officer to join our dedicated team in Galway. This role is pivotal in ensuring our customers receive exceptional support, enabling them to unlock the full potential of Stripe's services. The successful candidate will be an energetic team player with a genuine passion for helping others, along with excellent problem-solving and project management skills.
Key Responsibilities:
1. Customer Interaction:
Respond to customer inquiries via email, chat, and other communication channels, providing timely and high-quality assistance. Ensure customers receive clear and accurate information regarding Stripe’s services, policies, and procedures. Engage with customers proactively to understand their needs and provide relevant solutions.
2. Issue Resolution:
Investigate and troubleshoot customer issues, utilizing available resources and knowledge base to resolve problems efficiently. Escalate complex issues to senior support staff as needed, ensuring proper follow-up and resolution. Identify recurring issues and suggest improvements to reduce frequency and enhance customer satisfaction.
3. Documentation & Reporting:
Maintain thorough documentation of customer interactions, including inquiries, issues, and resolutions, in the support ticketing system. Compile and analyze support metrics to identify trends and generate reports for management. Actively contribute to the creation and updating of internal knowledge base articles and customer FAQs.
4. Collaboration:
Work closely with cross-functional teams, including Product, Engineering, and Marketing, to relay customer feedback and advocate for customer needs in product development. Participate in team meetings and training sessions to continuously improve service offerings and personal skills.
5. Project Management:
Assist in various customer support projects aimed at improving efficiency and enhancing the overall customer experience. Help coordinate training and onboarding processes for new team members.
6. Continuous Learning:
Stay updated on product offerings, industry trends, and competitive landscape to provide informed support and recommendations. Engage in self-directed learning and professional development to enhance skills related to customer service and the payment processing ecosystem.
Requirements:
- Bachelor’s degree or relevant experience in customer service, communication, or a related field.
- A minimum of 2 years experience in a customer support role, preferably in a tech or finance industry.
- Exceptional verbal and written communication skills in English.
- Strong problem-solving abilities and a resourceful mindset to handle complex customer issues.
- Excellent project management skills, with the ability to prioritize effectively and manage multiple tasks simultaneously.
- Energetic and proactive personality, with an innate passion for customer service and commitment to helping others succeed.
- Familiarity with customer support tools and ticketing systems; experience with Zendesk or similar platforms is a plus.
- A genuine interest or experience in the fintech industry, particularly in payment processing, is advantageous.
Benefits:
- Competitive salary and performance-based incentives.
- Parental leave to support family growth and well-being.
- Gym membership to promote health and wellness.
- Flexible remote work options to foster work-life balance.
Working Environment:
At Stripe, we cultivate an atmosphere where employees are encouraged to think creatively and act like entrepreneurs. We believe that fostering an inclusive, innovative environment leads to better ideas and more successful teams. Join us in empowering the next wave of business leaders!
Application Deadline:
Please submit your application by October 4, 2024.
Equal Opportunity Statement:
Stripe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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