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We Fund eCommerce Sellers

Customer Experience Specialist

$65k – $80k
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COVID-19 UPDATE:
Protecting the health and safety of our community, teams, and of those considering a career at Payability is our highest priority.

We are actively hiring and have adapted our interviewing and on-boarding process to be entirely virtual during this time.

Team Overview:
The Customer Experience team is responsible for the following functions: 1) providing support via phone and email to Payability customers, 2) report customer feedback to internal teams to improve the product, and 3) constantly working to improve the customer experience with Payability.

You will join a small, hard-working team of highly skilled support specialists focused on customer growth and retention. We are a start-up so the ideal candidate is a self-starter who thrives in a fast-paced environment and is comfortable wearing multiple hats

Position Overview:
As Customer Experience Specialist you will report to the Head of Operations & CX. You will be responsible for tending to the day-to-day needs of our customers, and constantly working to improve their experience with Payability. You understand the value of outstanding customer support and love creating exceptional customer experiences by applying your technical understanding, and your excellent soft skills.

Responsibilities:
-Master the ins-and-outs of Payability’s products and features
Maintain a high level of service by responding to customers accurately and efficiently
-Assist customers in resolving issues and mastering product feature support via phone and email
-Establish, develop and retain customer relationships
-Work with the Solutions Engineer to identify and troubleshoot technical issues and escalate when necessary
-Educate customers on new or unused features in their Payability account
-Provide feedback to product teams to help improve both the product and customer experience
-Support the Customer Experience team and greater Payability team in day to day operations

Requirements:
-Bachelor's degree (or equivalent) in business, economics or a related field
-3-5 years of experience in a customer focused or related role
-Experience working in high volume phone and email queues. Zendesk experience is a plus!
-Genuine enjoyment working directly with customers and solving problems
-Ability to communicate effectively, verbally and in writing
-Excellent communication and organizational skills. Obsessive attention to detail.
-Fluency in another language as Spanish or Mandarin/Chinese is a plus!
-Availability and willingness to work occasional weekends is a plus!
-Thrives in uncertain, rapidly changing environments
-Passionate about the fintech and ecommerce markets

Location
New York City
Job type
Full-time
Visa sponsorship
Not Available
Hiring contact

Gina Ciavarelli

Avatar for Gina Ciavarelli

Payability at a glance

We Fund eCommerce Sellers

Payability focuses on Financial Services, Payments, Finance Technology, and Ecommerce. Their company has offices in New York City. They have a mid-size team that's between 51-200 employees.

You can view their website at https://www.payability.com/ or find them on Twitter, Facebook, and LinkedIn.