Customer Support Associate - L2
Core
Providing Level 2 customer support to UK SMEs via phone, chat, and email to resolve complex issues and improve product experience.
Role type
Senior IC customer support associate (L2)
Builds
Banking and financial services products for small and medium-sized enterprises (SMEs)
Domain
Fintech / Small Business Banking
Deliverable
client delivery
Required skills
complex problem solving, data analysis, product knowledge, workflow optimization, mentoring, cross-functional communication
Preferred skills
finance industry experience, startup/scaleup experience
Technologies
ticketing CRMs, GSuite, Jira, Excel
Responsibilities
Resolve complex member issues requiring detailed product knowledge, identify and report patterns to improve product or member experience, deliver feedback to Product and Operations Managers, explore data and aid with reporting, assist Level 1 colleagues with queries, support new team members and handle back-office tasks
Seniority
Mid-level, hands-on IC