Customer Support Specialist

Summary

Join Benivo, a B2B HR technology company, as a Customer Operations Specialist! Support Benivo's users by navigating their accounts, processing financial transactions, and ensuring a smooth payment experience. You will handle customer inquiries via email, chat, and phone, collaborate with internal teams, and contribute to process optimization. This role requires experience in B2B/SaaS customer support and strong communication skills. The position is fully remote in Bengaluru, India, offering a competitive salary, wellbeing allowance, share options, and flexible working.

Requirements

• Experience in customer support within a B2B/SaaS industry
• Excellent written and verbal English - you are able to articulate with strong customer communications skills, both over the phone, email and chat
• Data savvy - comfortable working with spreadsheets and data
• Financial awareness - comfortable working with numbers and have a high level of attention to detail
• You are passionate and excited about customer support and have the ability to solve their problems to deliver the best experience
• Proactively spot where we can change our processes, tools or products to serve our customers better
• Complaint handling - you are active listener and can creatively response to customers in a timely manner
• Ability to work in a scaling environment that is fast-paced - you are flexible and can plan, prioritize and manage multiple tasks

Responsibilities

• Support Benivo’s users via email, chat and phone (scheduled pre-booked calls)
• Pick up relevant Payment related tasks and process them within our established SLAs
• Ensure all inbound queries are recorded with relevant notes for all company stakeholders
• Report issues to internal team for resolution (Content, Client Management, Finance, and Tech)
• Perform customer support operation tasks, including purchasing and distributing gift vouchers
• Provide and maintain up-to-date support team documentation
• Monitor and report on contact reasons for incoming support reasons
• Support on projects that require engagement/outreaches to employee platform users
• Support generation or upkeep of playbooks for new subjects as encountered
• Ensuring compliance with payment regulations and guidance

Preferred Qualifications

• Familiarity with customer support software such as Zohodesk and live chat systems is desirable
• Experience of supporting payment transactions within technology platforms is desirable but not essential

Benefits

• Competitive salary
• Generous wellbeing allowance
• Share Options
• Flexible working