Engage with customers to resolve issues that come through as support tickets to our team
Craft well-written, tailored communications to help customers resolve their issues
Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems
Serve as a trusted advisor with an open, caring and approachable style of working
Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
Responsible for validating and completing escalation requests
Handle customer calls for escalation requests
Involve in Incident Management to triage and communicate customer impact
Proactively identify opportunities to develop solutions that help the team achieve our goals
Developing and maintaining operational processes through documentation updates and cross-training
Provide coverage through "on-call" shifts as needed to support our global support model
Active participation and contribution to department OKRs
Meet defined Service Level Agreements, Objectives and Key Results.

More than 3 years of prior experience working in a fast paced global support team
Have a talent for writing and a skill for communicating complex problems clearly
A core principle of yours is sharing knowledge and helping people do their very best work
Working knowledge of ticket support systems, such as Salesforce
Familiarity with generative AI models (ChatGPT, Gemini, etc.) and prompt development
Experience with data analytics tools for troubleshooting problems preferred.
Experience in financial services or payments businesses
Experience contributing to departmental processes and procedures
Highly articulate with the ability to manage customer friction during live calls; multilingual skills preferred for the APAC region
Availability to work on weekends and holidays as required.

Customer Care Advisor

Key skills