Customer Success Specialist

Neu Money, Inc. is seeking a Customer Support Specialist to serve as a champion for our customers. The customer support team handles customer inquiries regarding application questions, product questions / issues, payment questions, and more. Neu Money, Inc.’s support team is known for its high standards of care for its customers and its stark difference from the service that major credit card companies provide to their customer base. We don’t see our customers as just a number, we instead see them, validate them, and value them as the excellent humans that they are. If that sounds like a mission you want to be a part of, continue reading below! This role will report to the Customer Support Manager and key responsibilities include directly handling customer interactions by phone / email / other channels, upholding support standards, identifying and documenting issues, and actively contributing to continuous improvement to help continue our growth towards scale.

Responsibilities

The primary responsibilities for this position are as follows :

Address customer inquiries efficiently and effectively across all support channels, ensuring high standards of service are maintained at all times.

• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and escalate any complex inquiries requiring escalated action / review (i.E. death of account holder, personal information change, fraud, violation of terms of service, blocked card / account, potential complaints, etc.).
• Calmly and effectively interact with customers when complex or difficult situations arise.
• Contribute to the regular review and update of training materials, knowledgebase articles, and communication templates (macros).
• Participate in weekly team meetings and coaching sessions.
• Assist with any other projects and responsibilities as assigned.

Skills & Requirements

The individual hired for this role will possess the following qualifications :

Location & Hours

This is a full-time On-Site role- Location (Kolkata). You’ll also be required to appear on camera for some meetings / calls as needed. The hours for this role are Monday through Saturday 10 : 00 AM - 7 : 00 PM EST (U.S.).