Expert, Clients Support
Core
Ensure high and stable customer service quality by providing expertise, supporting operators, and systematically analyzing root causes of customer issues.
Role type
Senior Customer Support Expert (Quality & Process Improvement)
Builds
Improved customer service processes, self-service capabilities, and operator expertise
Domain
Fintech / Marketplace
Required skills
Analytical thinking, Root cause analysis, Conflict resolution, Mentoring, Proactivity, Systems thinking
Preferred skills
Marketplace processes knowledge, Customer Experience (CX) principles, Data analysis, Coaching experience
Responsibilities
Resolve complex and non-standard customer cases; Handle repeat contacts (Tail) to identify root causes; Identify systemic and mass problems in processes or products; Optimize processes and develop self-service options to reduce contact volume.
Seniority
Senior, hands-on IC
