Customer Experience Lead
Skills
Software As A ServiceCustomer ExperienceCustomer Relationship ManagementCustomer SatisfactionIT EscalationOperationsPresentations
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years in customer facing support or operations roles
- Experience with Zendesk Salesforce or similar CRM and support tools
- Strong written and verbal communication skills
- Self starter mindset with strong ownership
- Ability to work remotely manage priorities and meet deadlines
- Curious and eager to learn payments deeply
Nice to have
- Startup experience
- Fintech exposure
- B2B support exposure
- Technical curiosity
- Customer first mindset
- Operationally minded
Day to day
- Own the customer support queue and respond to merchant inquiries with urgency empathy and clarity
- Support merchant onboarding and offboarding to ensure smooth transitions and accurate records
- Partner cross functionally to triage issues improve processes and present customer insights to internal stakeholders
- Build documentation SOPs knowledge base content and KPI reporting to reduce repeat issues and improve service quality