Customer Experience Advocate

3 weeks ago

Canada FlexPay Full time
About the Role

We are seeking a highly skilled and motivated Client Success Specialist to join our team at FlexPay. As a key member of our Client Success function, you will play a critical role in ensuring the optimal use of our platform by our Small and Medium-sized Business (SMB) clients.

Key Responsibilities
  • Diagnose and troubleshoot issues reported by Client Success Managers and/or clients, providing timely and effective resolutions.
  • Investigate and document client issues, identifying root causes and implementing corrective actions.
  • Facilitate training and onboarding support for SMB clients, ensuring they achieve maximum value from our platform.
  • Owning the relationship with SMB accounts, providing exceptional support and ensuring clients feel informed and supported.
  • Escalating complex issues to internal teams for further investigation and resolution, while maintaining detailed documentation and stakeholder communication.
  • Supporting the Sales team throughout the sales process for SMB prospects, providing valuable insights and expertise.
  • Collaborating with cross-functional teams to address recurring client issues and implement solutions to enhance the client experience.
  • Maintaining up-to-date documentation, knowledge base articles, and FAQs to assist clients with common inquiries and issues.
  • Proactively identifying opportunities to streamline processes, enhance workflows, and improve service delivery.
  • Actively monitoring client account performance and data to ensure key performance indicators (KPIs) are met.
  • Developing and delivering regular reports and presentations to clients, highlighting key performance metrics, trends, and insights relevant to their business goals.
Requirements
  • 1-2 years of technical client support or client success experience.
  • Bachelor's degree in business, Information Technology, or a related field (preferred but not required).
  • Experience interacting with SMB clients in a support/account management capacity.
  • Experience with customer support tools and platforms such as Freshdesk and Azure DevOps.
  • Experience using CRM systems like Salesforce.
  • Familiarity with Excel and foundational data analysis skills.
  • Basic understanding and working knowledge of APIs.
  • Excellent verbal and written communication skills, with the ability to handle client issues with tact and professionalism.
  • Strong technical troubleshooting and problem-solving abilities.
  • Proven experience documenting issues clearly and concisely.
  • Proactive approach to identifying and implementing improvements.
  • Ability to work collaboratively with cross-functional teams.
  • A self-starter driven by success with attention to detail.
  • An adaptive learner who always strives for challenges.
  • Outside of the box thinking, someone who is not afraid to ask questions and look for new/different solutions.
  • Ability to work Eastern business hours.
What We Offer

We are a quickly growing global company committed to building a team filled with diverse cultures, viewpoints, and experiences. Our vibrant culture is filled with talented, creative, deeply curious, high achievers. We believe in and invest in our people because we know they are the secret to our success.

We are happy to extend the following benefits to our employees:

  • Unlimited paid time off
  • 100% remote work
  • Flexible hours
  • Comprehensive health benefits package effective from day one
  • Support for continuous learning and development

FlexPay is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.

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