Payments Customer Supportability Professional 1 (Fintech)

TL;DR

Payments Customer Supportability Professional 1 (Fintech): Troubleshooting and resolving complex customer issues through quantitative and qualitative data analysis with an accent on systemic product and process improvements. Focus on conducting root cause analysis, managing escalations, and developing standard operating procedures to enhance the customer experience.

Location: Hybrid; Must be based in and work onsite 3 days per week in Atlanta (GA), Plano (TX), Tucson (AZ), or Reno (NV)

Company

A global financial technology platform powering prosperity for millions through products like TurboTax, QuickBooks, and Mailchimp.

What you will do

• Act as a vital support system and escalation handler for agents and leaders across various services.
• Analyze data to identify key insights and drive informed decision-making and systemic improvements.
• Partner with internal groups to enhance Products, Processes, and People (3P).
• Lead change by creating standard operating procedures (SOPs) and acting as a super user for updates.
• Conduct root cause analysis of customer contacts to prioritize product and process enhancements.
• Maintain updated knowledge bases to improve customer communications.

Requirements

• Proficiency with Sentinel, CS Server, Jira, OBill, Salesforce, Iboss, and Google Suite.
• Skilled in navigating complex data environments using Splunk and SQL.
• Advanced critical thinking and problem-solving abilities to navigate challenging scenarios.
• Versatile communication expertise for interacting with customers, agents, and engineering teams.
• Ability to manage multiple priorities independently in a fast-paced environment.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits program.