Customer Success Specialist

We re looking for a Customer Success Specialist to join our team. The ideal candidate is a proactive problem solver, with great communication skills and a relentless focus on customer happiness, who will relish being the face and voice of Nomod to our users.

• Be on the frontline of engagement with hundreds of merchants that rely on Nomod for their businesses, interacting with them over email and live chat, and voice in the future

• Ensure every user has a truly delightful experience using Nomod, with a relentless focus on keeping them happy and delivering the best possible outcomes for them

• Assist potential new users with their queries on Nomod s current and upcoming features

• Provide guidance to users experiencing issues, and work with them to find solutions in a timely manner

• Support merchants in managing and challenging disputes and chargebacks

• Work closely with our Risk team to augment account reviews and communicate with users as part of this process

• Triage support requests to determine urgency, and escalate where necessary

• Manage and respond to online reviews across various platforms

• Assist team leads in spotting patterns in support interactions, contributing to our Help Centre content, and sharing recurring feedback to our Product and Engineering teams when appropriate

• Work with an agile, globally distributed team and be able to harness constructive feedback

• Be proud of what you work on, whilst obsessing about the quality of what you produce

• Have regular opportunities for career growth. We re growing quickly and are forming new teams as we do. We have a bias towards internal promotion into leadership roles

• Ensure that everyone is blown away with their Nomod experience

You ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!

What we d like
You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use or introduce us to new ways of working.

Having said that, we think a Customer Success Specialist should:

• Be educated to at least degree level or equivalent

• Have previous experience in a customer support role, ideally in a consumer tech or hospitality environment

• Have exceptional written and verbal skills in English. If you re bilingual in Arabic, Hindi or Urdu, that would be incredible

• Have an ability to quickly build a rapport and see things from the perspective of our users

• Obsess about making and keeping users happy

• Have lots of energy, be proactive, think quickly and revel in solving problems

• Enjoy building relationships with people, and have excellent interpersonal skills and emotional intelligence

• Be creative, innovative, and data driven

• Deliver no matter what it takes

• Chrome, Gmail, Google Docs, and similar web tools are second nature

• Have the ability to thrive in a fully remote, distributed organisation

• Be lots of fun to work with!

Nice to haves

• Prior experience at a high growth startup or at an established fintech firm

• Fluency in other languages in addition to English

• Experience working with a remote, global, multicultural team