Customer Success Advocate
3 weeks ago
About Us
FlexPay stands as the pioneering force and global frontrunner in the realm of failed payment recovery. Our remarkable achievements are anchored in a robust culture, unwavering commitment to our principles, and a cutting-edge AI-driven strategy to tackle this multi-trillion dollar challenge. FlexPay empowers subscription-based enterprises to boost their revenue and profitability by recovering failed payments, which is the primary driver of customer attrition.
As a developing, institutionally supported Fintech SaaS, we are addressing one of the most significant challenges faced by merchants. Our seasoned management team, composed of serial entrepreneurs, is backed by a board of industry experts. Our goal is to transform the payments landscape and evolve into more than just another unicorn; we aspire to be a fundamental component of the infrastructure that sustains our global economy.
We are an energetic and inclusive organization that seeks to recruit the most talented individuals. If you are eager to channel your enthusiasm into meaningful work, we encourage you to explore this opportunity.
Role Overview
In the capacity of a Customer Success Advocate, you will support our Client Success Managers by diagnosing and resolving client challenges, assisting small to medium-sized business (SMB) clients, and ensuring they derive maximum benefit from the FlexPay platform.
Your daily responsibilities will include:
- Identifying and troubleshooting issues raised by Client Success Managers or clients.
- Investigating problems, documenting findings, and outlining steps taken for resolution.
- Facilitating training and onboarding for SMB clients.
- Managing relationships with SMB accounts to ensure clients feel supported and informed.
- Escalating complex issues to relevant internal teams for further investigation and resolution, while maintaining documentation and keeping stakeholders updated on progress.
- Supporting the Sales team throughout the sales process for SMB prospects.
- Collaborating with cross-functional teams to address recurring client challenges 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.
- Monitoring client account performance and data to ensure that performance KPIs are met.
- Creating and delivering regular reports and presentations to clients that highlight key performance metrics, trends, and insights relevant to their business objectives.
- Ensuring proper documentation of tickets, technical solutions, and product knowledge base.
- Contributing to the ongoing enhancement of support processes and procedures.
- Ensuring adherence to standard Service Level Agreements (SLAs) during implementation and support processes.
Candidate Profile
The ideal candidate will possess several years of experience in a technical client support or client success role, demonstrating a technical background and a proactive approach to enhancing client experiences. You are a self-motivated individual eager to establish your role as the inaugural Customer Success Advocate at FlexPay. This position offers the opportunity to shape and expand your responsibilities, with access to both Client Success and Client Support functions, providing ample opportunities for learning and growth.
Qualifications
- 1-2 years of experience in technical client support or client success.
- A Bachelor's degree in business, Information Technology, or a related field is preferred but not mandatory.
- Experience engaging with SMB clients in a support or account management role.
- Familiarity with customer support tools and platforms such as Freshdesk and Azure DevOps.
- Experience with CRM systems like Salesforce.
- Proficiency in Excel and foundational data analysis skills.
- Basic understanding and working knowledge of APIs.
- Exceptional verbal and written communication skills, with the ability to address client issues with professionalism and tact.
- Strong technical troubleshooting and problem-solving skills.
- Proven ability to document issues clearly and concisely.
- Proactive mindset towards identifying and implementing improvements.
- Ability to collaborate effectively with cross-functional teams.
- A self-starter with a focus on success and attention to detail.
- An adaptive learner who seeks out challenges.
- Creative thinker who is not afraid to ask questions and explore new solutions.
- Availability to work Eastern business hours.
What We Provide
As a rapidly growing global organization, we are dedicated to building a team enriched with diverse cultures, perspectives, and experiences. We believe that variety enhances our work environment. Regardless of our growth, we remain connected through our shared sense of community and unique personalities.
Our vibrant culture is characterized by talented, creative, and highly motivated individuals. We believe in investing in our people, recognizing that they are the cornerstone of our success. We are pleased to offer the following benefits to our employees:
- Unlimited paid time off
- 100% remote work
- Flexible working 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. Accommodation is available upon request for applicants with disabilities.
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