High Volume Business Support Specialist
Core
Own customer enquiries from start to finish, resolving complex issues across multiple channels while driving retention and preventing churn.
Role type
Senior IC high-volume business support specialist (customer success)
Builds
Customer retention and issue resolution for a global money transfer platform
Domain
FinTech / Cross-border payments
Required skills
Creative problem solving, root cause analysis, de-escalation, proactive customer education, high-volume KPI management, CRM proficiency, regulatory compliance awareness, complex concept simplification, time management, shift flexibility
Preferred skills
Experience in high-growth FinTech or SaaS environments, retention mindset, autonomy in decision making
Technologies
CRMs, internal support systems, ticketing tools
Responsibilities
Manage dynamic workflows across different channels to meet high-volume demand; Diagnose complex customer issues and deliver empowered solutions; Identify at-risk customer behaviors and intervene to prevent churn; Document unique case resolutions to create scalable learnings; Act as a feedback loop for management to identify process improvements; Maintain rigorous adherence to High Volume KPIs.
Seniority
Mid-level, hands-on IC