Junior Customer Support Representative

Unipaas is a global fintech company dedicated to providing embedded payment services for software platforms. We are regulated by the Financial Conduct Authority (FCA) as an Authorised Payment Institution and are certified as a PCI DSS service provider Level 1. Our mission is to be "The heartbeat of platforms' payment services".

Job Description:

We are is seeking a highly motivated and enthusiastic Junior Customer Support Representative to join our growing Customer Success team. In this role, you will be the first point of contact for our customers, assisting them with inquiries related to product usage, onboarding, and payments. Excel in providing customer support service opens growth opportunities. You will work closely to optimize AI support agents and ticketing systems. Also, coordinate closely with unipaas internal departments to resolve support requirements, while reflecting clients feedback to the product team.

Responsibilities:

• Serve as the initial point of contact for customer support queries.
• Optimize AI support agents to provide accurate automated response to customers issues.
• Communicate effectively with customers via email, phone and chats applications.
• Help customers through payment onboarding phases, while reflecting payment compliance and risk management.
• Master knowledge of unippas products and services to assist with common payments issues, covering a wide range of payment methods; Cards, Mobile wallets, Direct debit, Open banking payments, and POS Terminals.
• Collaborate with internal teams for problem resolution and knowledge sharing.
• Willing to work flexible hours.

Qualifications:

• Native/Bilingual Proficiency English - Mandatory
• Excellent communication skills, both written and verbal.
• Task oriented and organized - highly important.
• Strong problem-solving abilities and attention to detail.
• Technical orientation - Quick learning capability of new systems and processes, including AI tools.
• Customer-centric approach with a positive and patient attitude.
• Ability to work independently and as part of a team.
• Bachelor's Degree in related field - Mandarory.
• +1 years of professional experience in providing customer support - Software industry is an advantage.

Bonus Points:

• Familiarity with financial services, payments industry - advantage.
• Experience with HubSpot or similar CRM solutions is a plus, AI agents optimization and training concept.
• Junior experience in data analysis.

Why Join unipaas.com?

• Innovative Environment: Contribute to revolutionizing how vertical SaaS businesses handle embedded payments.
• Impactful Role: contribute to our growth and generate opportunities through providing support.
• Collaborative Culture: Work with a passionate team of product innovators, developers, and commercial leaders.
• Growth Opportunities: become the Account manager of software platforms clients and oversee their growth.