Customer Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland Allen Recruitment Consulting Full time

Our client is on the lookout for an accomplishedPayment Support Specialist to join their team. This is an exciting opportunity to work with a team who implements and continuously improves customer experience for agent-level processes, escalations and internal workflows.

Location:Ireland

Work Model:Remote (Must be based in Ireland)

Duration:9 months

Visa sponsorship:No

Job Reference:BBBH 25374

Salary: 72K Pro Rata

Your Responsibilities:

  • Support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.
  • Become an expert in core risk/payments experience infrastructure, tools, systems, and data.
  • Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements.
  • Work with the operations teams in determining payments support experience, that allows products to scale while taking ownership of the space to make the product experience better.
  • Systematically analyse product metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorise, scope and help prioritise (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements.
  • Manage projects and coordinate new product support across payments experience team stakeholders.
  • Ensure project documents are complete, current and available for staff and leadership review.
  • Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.
  • Create and maintain documentation of all workflows and processes owned by the team.

Minimum Qualifications:

  • 2+ years of experience in working in a project/customer support environment
  • 2+ years of experience working with global cross-functional teams
  • Experience creating, implementing and improving business processes

Preferred Qualifications

  • 3+ years of experience working in an online operations or consulting environment, or similar
  • 2+ years of experience in customer support, trust and safety, payments, or related team
  • 3+ years of experience in Project Management
  • BA/BS degree

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