Fintech Customer Support Specialist II

Role Details

Type of Support: Omnichannel
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: Hybrid, Remote
Expected start date: Can start ASAP

About The Role

PartnerHero is looking for talented folks to join our Customer Support Teams.  We look for candidates who care about the details and are always looking to learn something new. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.


You’ll Be...

• Providing a personable, friendly, and positive customer service experience via email and chat.
• Working independently and collaboratively to complete tasks on time based on urgency and importance.
• Helping customers to solve in-app problems with solid troubleshooting, reading comprehension, and problem-solving skills
• Handling different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting
• Providing detailed instructions to customers for them to follow and perform actions.
• Analyzing recurring customer issues and creating insight reports to help our partners make their businesses better
• Following communication procedures, guidelines, and policies. Researching answers or solutions as needed.
• Showing a strong comprehension of all policies and procedures
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Tackling a variety of tasks, some of which require you to make judgment calls.
• Helping first-time investors.

What You Bring To The Table

• 1-2 years of experience in a customer service role.
• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• Excellent problem-solving and communication skills
• Tech-Savvy - Web, Computer, IoT, Smart Devices
• Proficiency in multitasking and working with multiple different tools or platforms simultaneously
• Ability to maintain composure and focus under pressure  in challenging situations
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule required
• Possess critical-thinking skills, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Highly empathetic and ability to convey that over email and chat
• Basic stock market knowledge.

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.

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