Mamo is hiring a
Senior Customer Support Specialist

Summary

The job is a Customer Support role at Mamo, a FinTech startup that provides financial services to small businesses. The employee will handle customer disputes, review business claims, interact with customers on various channels, collect feedback, and ensure compliance with internal policies.

Requirements

• Patience is one of the most crucial skills for this role
• Empathy is necessary for understanding and helping our customers
• Strong command of the English language, both verbal and written, is a must. Arabic is a bonus
• Enunciation is key - ensure you speak with clarity and smooth pronunciation to avoid
• You have a genuinely cheerful nature. Positivity in all situations; no-one likes to hear things framed negatively
• Flexibility in addressing shifting or competing priorities
• You are a collaborator and a team player and bring high energy to work each day
• Resourcefulness - you have a get-things-done attitude
• You have an innately investigative and curious nature
• You have prior experience and interest in finance / payments
• You possess proven ability to use multiple tools (technology) creatively during investigations to reach correct conclusions on customer issues

Responsibilities

• Manage all customer disputes, including investigating and resolving customer complaints and refunds in a timely and effective manner
• Review business claims, resolve processing issues, and detect and report suspicious activity to the compliance team
• Interact with customers daily on a variety of channels such as Intercom, phone, email, and social media, and ensure that all customer concerns are being dealt with immediately
• Assist customers with problem resolution via support tickets, phone calls and texts
• Encourage customers to activate their services once they have come onboard and/or understand any obstacles they need help with
• Assist customers with demos on how to use the product
• Collect customer feedback and share with the team to help us improve our products and optimize the user experience
• Ensure claims are promptly handled in accordance with internal policies and meet internal SLAs
• Learn our products inside and out so that you can answer questions and feed back to the team on feature enhancements
• Provide feedback on the efficiency of the customer service process, and proactively recommend ways to improve it
• Full ownership of the Mamo Help Center, this includes making sure it is kept up to date and reviewed daily
• Standardize customer support procedures and policies and document the knowledge

Benefits

• Equity, that's right we want you to have skin in the game (full-time team members)
• Competitive salaries that are revisited yearly or each time we raise funding
• Top-tier medical insurance, so that you are your best at work (full-time team members)
• Endless training opportunities, our philosophy here is simple: learn, grow and share
• Rest up and come back refreshed with up to 25 paid days off in addition to statutory leave (full-time team members)