Customer Experience Associate

Summary

Join Afriex, a company revolutionizing international money transfers, as a Customer Support Representative. You will be the primary point of contact for users globally, providing support via various channels. Responsibilities include troubleshooting issues, consulting on product usage, maintaining product knowledge, and tracking interactions within the CRM. The ideal candidate possesses 3+ years of customer support experience in a relevant industry, excellent communication skills, and a passion for customer service. Afriex offers a remote position based in the Philippines with a competitive salary, paid time off, performance-based bonuses, and opportunities for growth within a rapidly expanding company. The role requires shift work, including evenings, nights, and weekends, with two non-consecutive days off per week.

Requirements

• 3+ years in a Customer Support role at a SaaS, fintech, or crypto company
• Bachelor’s degree or equivalent
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time management and prioritization skills
• Leadership mindset
• A strong internet connection and a quiet work environment
• Familiarity with the CRM system
• Able to work in shifts

Responsibilities

• Support our users via chat, email, and social media
• Troubleshoot issues quickly and empathetically
• Manage inbound customer communications—answer incoming calls and emails to address customer questions, requests, and issues
• Consult on customer success—advise customers on how to successfully leverage the product/service based on their unique needs
• Maintain working product knowledge—act as a product expert to ensure information given to customers is accurate, up-to-date, and strategic
• Track interactions in CRM—record customer interactions in the internal system for cross-functional awareness and relationship development
• Educate users on how to use Afriex effectively
• Report bugs and collaborate with our product team to improve user experience
• Bring fun and humanity into every interaction

Benefits

• Work from anywhere 🌍
• Paid time off, performance-based bonuses, and more!