Customer Success Lead
✨ AI Summary
Pesa is dedicated to simplifying, accelerating, and enhancing cross-border payments for individuals and businesses in emerging markets, empowering economic freedom through innovative tools. We are on a journey to tailor the global money transfer experience, with data playing a pivotal role in our mission. We are currently looking for a talented Customer Support Specialist to help us achieve our goals.
Key Responsibilities:
- Address customer inquiries and complaints through various channels, including Intercom (email, in-app chat, web chat, and social media), providing timely solutions and follow-ups.
- Identify the root causes of product or service issues, offer clear explanations, and determine effective solutions for customers.
- Assist in the customer onboarding process to facilitate a seamless experience for new clients.
- Maintain detailed records of customer interactions and conduct follow-ups as necessary.
- Work in collaboration with the Customer Success Lead to ensure high-quality service delivery.
- Contribute to team objectives by completing related tasks as required.
- Deliver accurate and comprehensive information to customers using suitable methods and tools.
- Comply with established communication protocols, guidelines, and policies.
Requirements
- A minimum of a bachelor's degree in any field.
- 2-3 years of experience in Customer Success or a similar role.
- Familiarity with CRM tools such as Zendesk and Intercom.
