Experienced Payment Operations and Customer Support Specialist – Fintech Innovation and Customer Experience
At arenaflex, we're revolutionizing the way people invest in Europe. Our mission is to make investing better for everyone, and we're looking for a talented Payment Operations and Customer Support Specialist to join our team. As a key member of our customer-facing team, you'll play a critical role in ensuring our customers receive exceptional support and experience.
About arenaflex
arenaflex is a fintech company that's making waves in the European investment scene. With a strong team of 60+ people and a presence in 22 countries, we're committed to providing a seamless and secure experience for our customers. Our investors include Lightspeed Venture Partners, Sir Richard Branson, Mosaic Ventures, and more. We've been featured in top publications like CNBC, TechCrunch, Business Insider, and City AM.
What You'll Do
As a Payment Operations and Customer Support Specialist, you'll be responsible for handling customer contacts, monitoring our payments engine, and stepping in when manual intervention is needed. Your decisions and actions will have a direct impact on our customers and our product. You'll work in a fast-paced, friendly, and professional team with a lot of autonomy and little bureaucracy.
Key Responsibilities
* Monitor our payments engine and ensure the smooth operation of our multi-currency transactions, identifying and resolving any payment-related issues promptly.
- Handle customer inquiries and challenges related to remittances, ensuring accurate and timely resolution of issues.
- Take ownership of operational processes, collaborating with your team to ensure accuracy and efficiency.
- Develop strong relationships with internal stakeholders and external partners, fostering trust and collaboration.
- Maintain robust controls, assess and mitigate operational risks, and drive continuous improvements in workflows.
Customer Support
* Talk to customers and answer customer questions, solving problems that come in across various contact channels.
- Be the voice of the customer and translate their needs into actionable plans, supported by thorough analysis and work with cross-functional teams across Marketing, Product, and Engineering to bring feedback to the rest of the organisation.
- Drive process and product improvement by identifying opportunities to enhance our products and streamline operations to deliver better outcomes for our customers.
Help Build the Support Features in the Product
* Create and update FAQs.
- Build and maintain a knowledge base.
- Improve automations like quick replies and contact attribution.
Requirements
* Exceptional written and spoken English – you'll need to interact with customers via email today and potentially chats/phone in the future.
- 2+ years of experience in Payment Operations within a regulated environment (fintech/banking/other financial services).
- Bachelor's degree in Finance or Economics.
- Empathy for customer problems and a drive to solve their issues.
- You are a quick learner.
- Strong communicator and able to work across teams and functions.
- Computer literacy – we're an early growth start-up, and our tools are still being developed, so you'll need to be comfortable with using less refined tools.
- Basic SQL skills.
- Having an understanding of investment services, experience in a startup environment, or previous experience running customer support are pluses.
Benefits
* A competitive startup package with stock options that vest monthly after a one-year cliff.
- Brand new office in Tallinn (Kalamaja).
- Flexible working hours.
- A flexible approach to working remotely - 2 remote days per week allowed.
- Private health insurance.
- All the usual office facilities, including free tea, coffee & snacks.
- Dog-friendly office.
- Cycling or running to work? We've got bike parking and showers.
- Quarterly international team events.
Interview Process Outline
* Intro call with a recruiter.
- Video call with the Head of Customer Operations.
- Team interview on-site.
- Meeting with one or both of founders.
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we'd love to hear from you. Apply now to join our team at arenaflex and be part of our mission to revolutionize the way people invest in Europe. Apply for this job