About the Role
Customer Operations Associate
Remote, USA
Whether they’re building great payment software or collaborating with a client, every CardFlight employee is committed to empowering small businesses to accept electronic payments with ease. Our team works primarily remote in over 25 US states and is passionate about delivering easy to use software to help small businesses accept payments from their customers. Joining our team means that you will be part of a fast-moving company, work collaboratively with others, and have a direct impact on making payments simpler for small businesses.
We’re currently looking for a Customer Operations Associate that will take a key role on our location-neutral team. This person enjoys working collaboratively and actively engaging in a team environment, and is committed to providing our customers a stellar experience.
Associates will work an assigned schedule with some weekend and holiday shifts.
What You’ll Do
Customer Support
- Support existing SwipeSimple product customers by managing all inbound phone and email contacts
- Address, resolve, and record any customer issues that arise pertaining to product usage, technical support, merchant onboarding and general account satisfaction
- Accurately and professionally record notes for each customer contact
- Identify customers’ needs, provide troubleshooting support and offer solutions
- Own cross-functional efforts to solve all support inquiries
- Become a subject matter expert in the SwipeSimple Product line, continuously learning all new product features as they are released
- Collaborate with the Engineering team to increase efficiencies around resolving customer issues and technical issues
- Work together as a team to identify customer trends and implement new processes
- Meet personal/team qualitative and quantitative targets
Team Engagement
- Get involved with company-wide meetings and outings
- Become immersed in the payments industry
What You’ll Bring to the Table
- 1-2 years of customer service experience
- 1-2 years in an inbound customer contact center
- 1-2 years experience with software product support
- Superior organizational and time management skills
- Exceptional verbal and written communication skills
- A positive, confident, upbeat and friendly personality
- Ability to remain calm under pressure
- Creative problem solving and technical troubleshooting skills
- Keen attention to detail
- Passionate about continuously improving the customer experience
- Prior experience using a CRM Software Suite