Customer Success Representative

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Job Title

Customer Success Representative

About Ethoca

We want the bold. We demand the best. And, we’re committed to giving you the opportunity to make the contribution only you can make. Ethoca is a place where risk-takers thrive, thought leaders excel and challengers make us better.

At Ethoca, we believe that ecommerce should be about one thing: commerce. Fraud and chargebacks disrupt the payments ecosystem and prevent merchants and card issuing banks from focusing on what really matters - increasing sales and creating a great customer experience. Thankfully, our suite of services changes all that.

Before Ethoca, merchants and issuers would identify thousands of confirmed fraudulent and disputed transactions in isolation on a daily basis. Unfortunately, they had no way to securely share this intelligence. Introduced in 2011, our flagship product - Ethoca Alerts - revolutionized the industry by closing this information gap and giving merchants an unprecedented opportunity to stop fraud and chargebacks before they happen. We’re now expanding our product offering to be a full-some eCommerce solution with our Representments and Eliminator offerings. These new products are just the start of things to come as we are committed to retain our position as the most decorated Fraud & Chargebacks solution provider in the industry.

Our network has grown to more than 5,400+ merchants (including 7 of the world’s top 10 ecommerce brands) and 585 card issuers (14 of the top 20 in North America and 10 UK Issuers, including 6 of the top 10) and shows no signs of slowing down.

So now here’s the real question what’s taking you so long to join us?

The Position:
To support our continued growth and success, we are seeking a rock-solid Customer Success Representative who has excellent communication skills and a strong attention to detail.

This is not “just any” call centre role as over 90% of our customer interactions are done online The role of Customer Success Representative comes with tremendous responsibility: as the face of our brand, and voice of our customer, you’re empowered to do what it takes to get it right the first time.

To ensure you’re successful in delivering a world class customer experience, we will offer extensive in-house training to ensure that you have a strong understanding of our products, so you are able to effectively address our customer’s requests.

Your Challenge:

- Embrace our STAR principles (Speed, Transparency, Advice and Reliability) in each one of our customer interactions; take ownership of our customer experience and do what it takes to deliver on our best-in-class promise
- Compile and maintain all required records, documents and salesforce entries for all communication with customers
- Support the onboarding and account management teams by facilitating online demonstrations for all Ethoca products lines to new and existing customers
- Solve problems with unique and outside-of-the-box solutions
- Troubleshoot technical tickets; escalating and liaising with our internal teams to fix the issue
- Participate as a key team player by supporting team members and operations
- Develop and maintain expertise on all products, systems and processes
- Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
- Other duties and participation in process improvement or project teams as required

Required Skills and Experience:

- 2+ years’ experience in a customer service environment
- Be passionate about what you do - take ownership of the customer interaction to ensure success
- The ability to work independently and as part of a in a multi-tasking environment where attention to detail is a must
- Excellent organization skills to prioritize work in a fast paced ever changing environment
- Excellent communication skills (both verbal and written), empathy, patience and the desire to exceed our customers’ service expectations
- Proficiency in MS Office - Outlook, Word, Excel and PowerPoint
- Work schedule flexibility: We service our global customer base between Sunday to Friday from 7:00 a.m. to Midnight ET (our shifts are set based on our customer demand and markets we serve)

Assets, but