Customer Support Associate

Grey is building inclusive global banking for individuals and businesses across emerging markets. We help customers own US, UK, and EU bank accounts (irrespective of wherever they are in the world), to enable them to send, receive, save, and spend foreign currency easily.

With over 1 Million customers acquired, we believe we're building one of the fastest-growing fintechs in emerging markets. Our product is live to customers in 80+ countries (across 4 continents) and we're processing millions of dollars everyday. We’ve raised over $2M from YCombinator, SomaCap, TRUE Capital, Ingressive Capital, and other high-profile investors.

We're an agile startup focused on building an amazing & reliable product, shipping and iterating quickly, and deepening our product market fit. We’re looking for high-agency people to help us achieve our vision - to make globalization work for everyone. We're a fully remote company with staff in the US, UK, Canada, Portugal, Brazil, India, Ghana, Tanzania, Nigeria, and Rwanda.

We are looking to hire a customer success associate to join our customer success team. The ideal candidate should be articulate, emphatic, customer-focused, engaging to the core, dedicated, able to work independently, has text experience and also a team player. Customer success is a very crucial role and would help in providing the best experience for our users as we scale.

Key Responsibilities:

You are required to always put customers first, be passionate about helping others, be empathetic, genuine, and thoughtful.

Answering questions about product details, the company, and issues with accounts for customers.

Assist our customers with technical problems when using our products and services, follow up on all raised issues with the right team and escalate complaints across a number of communication channels

Handling live chats and emails using support tools, providing accurate, valid and complete information to customers.

Documenting processes, feedback either complaints or compliments, and collaborate with other teams within the company to improve user experience.

Be responsible, reliable, polite, articulate, concise, humane, and patient.

Maintain updated in-depth knowledge of the company’s products, services, customer service policies and give quality assistance where needed.

Respond to customer queries accurately and within the stipulated response time.

Establish loyalty and good relationship with customers.

Assist in onboarding new customers, educate customers on new features, create help documents and how-to guides.

Work with internal departments to meet customers' needs.

Qualifications:

Minimum of 3-5 years experience in client relationship management role in a fast-paced customer-centric environment.

Ability to stay calm when customers are stressed or upset.

Ability to multi-task, prioritize, and manage time effectively.

Excellent verbal, and written communication, and fluent writing skills in English.

Problem solver, a fast learner, and the ability to work in a remote environment with minimal supervision.

Team player with the ability to communicate and coordinate with multiple parties.

Excellent in the use of computer software, experience in using CRM and support tools(e.g. Freshdesk, Zendesk, Intercom, e.t.c)and other third-party collaborative work tools.

Excellent Customer relationship management skills.

Know how to handle complicated CS cases.

Comfortable working in a fast-paced startup environment.

Previous proven experience with a financial service institution is an added advantage.