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Customer Support Specialist

New York (Hybrid) · Full-time · Entry-level

About The Position

About us:

ChargeAfter is a market-leading payments platform shaping the future of multi-lender “Buy Now Pay Later” financing solutions for modern enterprises. We are creating the next wave of credit at the point of sale: Omnichannel, global, personalized, optimized credit from multiple-tiered lender sources in real time. ChargeAfter was founded in 2017 to help every consumer access fair and attainable financing options tailored to their unique needs. Our global financing network facilitates and connects B2C and B2B lenders with merchants, creating a global financing network that enables enterprise brands and merchants to offer real-time, low-cost, flexible financing options to their customers regardless of credit profile.

ChargeAfter is a growth-stage Fintech leader operating the most innovative and advanced Buy Now Pay Later (point-of-sale financing) platform. At ChargeAfter, we are building the next unicorn in the Fintech industry and are looking for a tenacious and empathetic Customer Support Specialist to help make it happen!

The Role:

As a Customer Support Specialist, you will be a key part of the Customer Success and Support team working with our customers to address operational, technical and consumer support issues by researching inquiries and working with our technical teams and outside partner. You will closely communicate with our customers, owning support tickets from start-to-finish.

This role directly impacts company-wide quality goals and will influence the success of the overall organization! A Customer Support Specialist can expect a fast-paced environment where results are rewarded.  

We are looking for a high-caliber and highly motivated individual who thrives in a fast-paced environment and is ready to learn and grow.

Requirements

You will:

  • Provide world class support to our customers (merchants) and partners (lenders) via email, phone and chat
  • Become a trusted subject matter expert on the ChargeAfter platform
  • Help customers get the most out of ChargeAfter and enable them to become super-users of the product
  • Serve as the first point of contact for customer questions and platform issues 
  • Troubleshoot customer issues by asking probing questions to understand the issue, researching through logs and other systems to diagnose technical bugs or error messages
  • Work with our technical teams to identify and report bugs to help identify the root cause, tracking them through to completion and taking responsibility for updates to customers
  • Ensure end-to-end quality Service Level goals for responsiveness are met
  • Monitor customer activity on a daily basis to ensure platform functionality
  • Be an advocate for our customers and proactive in finding solutions issues that may arise
  • Identify trends in feature requests and report these to our product team
  • Contribute to our internal documentation and assist teammates in understanding and handling technical issues
  • Work in a fast-paced environment while delivering world-class results for our customers and internal stakeholders

You have:

  • 1-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
  • 1-3 years of experience in B2B / Enterprise Support experience
  • Proven track record supporting customers & consumers on multiple channels (phone, email, chat)
  • Bachelor's degree or relevant equivalent experience
  • Passion for working closely with leading brands in eCommerce
  • Demonstrate a sense of urgency with intention to solve problems efficiently and effectively
  • Strong analytical and problem-solving skills
  • Ability to explain technical issues to technical and nontechnical employees and Customers
  • Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
  • Interpersonal and communication skills that can be applied across audiences
  • Ability to work in shifts (including a rotating night & weekend shift)

Preferred Qualifications:

  • Experience with eCommerce platforms (Shopify, Magento, etc.)
  • Experience supporting consumers on social media
  • Experience with Mixpanel, Zendesk, MongoDB, Google Cloud Platform, Azure Dev Ops, FullStory
  • Experience with RESTful APIs

 

Direct report line: Customer Support Team Lead


NYC Posting: In accordance with New York City Local Law 32, the expected salary for this role is between $65,000-$75,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate’s individual experience, skill set, background and other business and organizational needs. 

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