Greater Marseille Metropolitan Area
- Oversee and optimize customer support processes. - Train and guide teams to enhance customer experience. - Analyze user feedback to improve products and services. - Implement tools and automation to boost efficiency. - Work closely with product and tech teams to address customer issues. - Monitor KPIs and provide reporting to refine support strategy.
- Managing customer support on Intercom to enhance the experience of merchants and users. - Handling KYB processes and compliance checks. - Training and supporting teams on B2B payment solutions. - Analyzing customer feedback to improve products and anticipate needs. - Automating and optimizing workflows to speed up request handling. - Collaborating with product, tech, and compliance teams to resolve issues and unblock processes.
- Qualification and prioritization of issues to identify and solve problems with most technical cases. - Prioritization of bugs for developers for upcoming sprints/ follow-up on the progress. - Participate in the hiring processes (reviewing applications/ participating in interviews). - Internal/external communication during production incidents. - Perform rigorous investigations. - Follow the product development of a new feature from the beginning to the release. - Performing the QA of bugs and hotfixes. - Create and maintain internal documentation to transfer knowledge. - Drive the team's continuous improvement of processes, support workflow, and tools. - Continuous researching/learning of the latest best practices.
- Understand the customer need, build and maintain new Partnerships - Advise and help our Partners in order to improve our technical performance - Be the point of contact with Partners and make sure the relationship with them is always going well - Answer internal questions regarding partnerships - Be client-facing, for technical discovery & solutions when complex use cases arise - Contribute to new processes and best practices improvement - Troubleshoot technical problems and provide workarounds - Create internal & external documentation to improve onboarding and delivery