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.

3+ years of prior experience working in a fast paced global support team
A talent for writing and a skill for communicating complex problems clearly
You care deeply about the customer experience and strive to refine your skills everyday
You’re a highly motivated and caring person who has a passion for learning
A core principle of yours is sharing knowledge and helping people do their very best work
You enjoy the challenge of solving open-ended problems in a timely manner
A 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
Experience/familiarity with using Salesforce, Slack, Apple MacOS and GSuite.
Availability to work on weekends and holidays as required.

Customer Care Advisor

Key skills