Customer Support Specialist III

Summary

Join PartnerHero as a full-time remote Omnichannel Support Specialist, supporting a major fintech partner and their clients. You will be responsible for providing exceptional customer service, resolving inquiries across multiple channels, and collaborating with internal teams. The ideal candidate possesses strong communication and problem-solving skills, experience in a contact center environment, and a passion for SaaS product support. You will build strong client relationships, collect and analyze data, and contribute to improving the partner's product and customer experience. This role requires adherence to schedules and KPIs, with occasional overtime. PartnerHero offers competitive compensation, benefits, and a supportive work environment.

Requirements

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
• Infectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industry
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is required

Responsibilities

• Communicating with clients to ensure that all of their needs are understood and addressed
• Building strong client relationships to maintain old business and acquire new customers
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Resolving complaints and keeping track of all processes that pertain to the client’s desires
• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Responding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempting to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Documenting and reporting on client feedback and insights to improve our partner’s product and customer experience
• Guiding account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintaining essential program knowledge that is critical for our partner and their clients
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Performing project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexing between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercepting incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhering to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assisting customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiating contract renewal, upselling subscriptions to the customer
• Acting as a liaison between the customer and effectively communicating with internal, cross-functional departments
• Attending meetings with the customer (on time, preparation, professional)

Preferred Qualifications

• 2+ years of experience working in a contact center environment
• Experience supporting software as a service, particularly those involving financial acumen, regulatory compliance, or Regulation E
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes as second nature

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development