Customer Service Representative

Summary

Join Frontier, a subsidiary of Fresh Prints, and help Nickel, a fast-growing fintech company, revolutionize payment solutions for small businesses. As a Customer Support Specialist, you will manage inbound customer inquiries via various channels, guide new users through onboarding, maintain the Nickel Help Center, and proactively address common issues. You will also track key support metrics and report on performance. This role requires proven customer service experience, strong written communication skills, problem-solving abilities, and proficiency with CRM tools. The position offers a competitive compensation package and benefits, along with a collaborative team culture and growth opportunities.

Requirements

• Proven experience in a customer service or client support role, ideally in fintech, payments, or with small businesses
• Strong written communication is critical, as 95% of this role involves writing
• Can identify gaps, execute solutions independently, and improve processes for the team and our users
• Problem-solving abilities, with a proactive approach to customer needs
• Ability to multitask and manage time efficiently in a fast-paced environment
• Flexibility to work shifts, including evenings or weekends if required
• Can identify gaps, execute solutions independently, and improve processes for the team and our users
• Comfortable working in the US shift

Responsibilities

• Manage inbound customer questions and support tickets via email, chat, and phone, ensuring quick and effective responses to each query
• Guide new customers through the onboarding process, providing tailored assistance to help them get started and maximize their experience with Nickel
• Own and maintain the Nickel Help Center
• Regularly update user guides, create new resources, and identify and address common questions/issues to ensure our support content is accurate, comprehensive, and accessible
• Monitor support interactions to identify frequently asked questions or recurring issues, and proactively develop Help Center articles to address these
• Track and report on key customer support metrics, such as response time, resolution rate, and customer satisfaction, using data to inform improvements and drive a high standard of service

Preferred Qualifications

Comfortable using CRM tools and customer support software is a plus

Benefits

• Work with an innovative, fast-growing company transforming the real estate experience
• Collaborative team culture and opportunities for growth
• Competitive compensation package and benefits