Customer Support Specialist

ChargeAfter is a market-leading payments platform shaping the future of multi-lender “Buy Now Pay Later” financing solutions for modern enterprises. We are creating the next wave of credit at the point of sale: Omnichannel, global, personalized, optimized credit from multiple-tiered lender sources in real time. ChargeAfter was founded in 2017 to help every consumer access fair and attainable financing options tailored to their unique needs. Our global financing network facilitates and connects B2C and B2B lenders with merchants, creating a global financing network that enables enterprise brands and merchants to offer real-time, low-cost, flexible financing options to their customers regardless of credit profile.

ChargeAfter is a growth-stage Fintech leader operating the most innovative and advanced Buy Now Pay Later (point-of-sale financing) platform. At ChargeAfter, we are building the next unicorn in the Fintech industry and are looking for a tenacious and empathetic Customer Support Specialist to help make it happen!

The Role:

As a Customer Support Specialist, you will be a key part of the Customer Success and Support team working with our customers to address operational, technical and consumer support issues by researching inquiries and working with our technical teams and outside partner. You will closely communicate with our customers, owning support tickets from start-to-finish.

This role directly impacts company-wide quality goals and will influence the success of the overall organization! A Customer Support Specialist can expect a fast-paced environment where results are rewarded.

We are looking for a high-caliber and highly motivated individual who thrives in a fast-paced environment and is ready to learn and grow.

Requirements

You will:

• Provide world class support to our customers (merchants) and partners (lenders) via email, phone and chat
• Become a trusted subject matter expert on the ChargeAfter platform
• Help customers get the most out of ChargeAfter and enable them to become super-users of the product
• Serve as the first point of contact for customer questions and platform issues 
• Troubleshoot customer issues and work with our technical teams to identify and report bugs, tracking them through to completion and taking responsibility for updates to customers
• Ensure end-to-end quality Service Level goals for responsiveness are met
• Be an advocate for our customers and proactive in finding solutions issues that may arise
• Identify trends in feature requests and report these to our product team
• Contribute to our internal documentation and assist teammates in understanding and handling technical issues
• Work in a fast-paced environment while delivering world-class results for our customers and internal stakeholder

You have:

• 1-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
• Proven track record supporting customers & consumers on multiple channels (phone, email, chat)
• Bachelor's degree or relevant equivalent experience
• Passion for working closely with leading brands in eCommerce
• Strong written abilities to describe technical concepts and instructions, while establishing relationships
• Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
• Interpersonal and communication skills that can be applied across audiences
• Ability to work in shifts (including a rotating night & weekend shift)

Preferred Qualifications:

• Experience with eCommerce platforms (Shopify, Magento, etc.)
• Experience supporting consumers on social media
• Experience with Mixpanel, Zendesk, MongoDB, Google Cloud Platform, Azure Dev Ops, FullStory