Customer Support Rep

About the Role

As a Customer Support Representative at Raenest, you’ll be the first point of contact for our users, delivering exceptional support across various channels. You’ll handle inquiries, troubleshoot issues, and collaborate with cross-functional teams to provide timely and effective solutions. Your role will be integral in maintaining our high standards of customer satisfaction and ensuring users have a seamless experience with our platform.

Key Responsibilities

• Respond promptly to customer inquiries across multiple channels, including email, chat, calls and in-app messages.
• Respond promptly to a large volume of customer requests, ensuring timely and accurate resolutions.
• Understand customer concerns, provide timely, tailored solutions, escalate complex problems, and follow up to ensure resolution.
• Document and categorise user feedback to contribute to product improvements.
• Collaborate with cross-functional teams, such as Compliance and Product, to address user concerns effectively.
• Identify and report recurring issues or bugs to the Product or Compliance team to enhance user experience.
• Ensure that all customer interactions are accurately documented in the support platform for transparency and follow-up.
• Work with Tier 2 support or specialised teams to resolve escalated user issues efficiently.
• Maintain a strong understanding of Raenest’s services, policies, and processes to provide accurate information to users.
• Meet and exceed key performance metrics, including response time, resolution rate, and CSAT scores.

Qualifications

• +3 years proven experience in a customer support role, preferably in the fintech or SaaS industry.
• Excellent verbal and written communication skills with attention to detail.
• A go-getter with a proactive approach to problem-solving.
• Ability to work independently in a remote environment while collaborating with a distributed team.
• Proficiency in using customer support tools and systems such as Zendesk, Intercom, Slack, etc.
• Ability to type quickly and accurately.
• Flexibility to work in shifts (24-hour rotational shift schedule), including weekends and public holidays.
• Basic understanding of troubleshooting technical issues related to apps or web platforms.
• Strong interpersonal skills to handle difficult customers with patience and professionalism.
• Experience working with diverse teams and customer bases, ensuring sensitivity to cultural differences.
• Openness to changes in processes, tools, and team dynamics in a fast-paced environment.

Additional information

🔝 Remote friendly

👩🏻‍⚕️ Health Insurance

🎓Training Budget

😎 Team building events

🤩 Growth Opportunities

💰Paid Time Off