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Customer Operations Associate

New York City, NY

 

CardFlight is looking for an upbeat and hard-working individual to join our customer support & operations team. This person will be responsible managing inbound and outbound calls, answering support tickets and providing world class customer service. This is a great opportunity to be a part of a fast-growing, scrappy, casual yet disciplined startup with lots of room to grow.

The Customer Operations Associate will report to the Customer Operations Manager.

What You’ll Do

Customer Service (70%)

  • Support existing SwipeSimple product customers by managing all support cases via email and phone
  • Address, resolve, and record any customer issues that arise pertaining to product usage, technical support, merchant onboarding & general account satisfaction
  • Identify customers’ needs, provide troubleshooting support and offer solutions
  • Own cross functional efforts to solve all support inquiries

Internal Operations (20%)

  • Collaborate with the engineering teams to increase efficiencies around resolving customer issues and technical issues
  • Work cross functionally to maintain a wide knowledge of when new product releases, updates and other ventures will be impacting the market and understand how those will impact the customer
  • Work together as a team to identify customer trends and implement new process
  • Meet personal/team qualitative and quantitative targets

Team Engagement (10%)

  • Get involved with company-wide meetings and outings
  • Become immersed in the payments industry

What You’ll Bring to the Table

  • 1-2 years of customer service experience
  • Superior organizational and time management skills
  • Exceptional verbal and written communication skills
  • A positive, confident, upbeat and friendly personality
  • Ability to remain calm under pressure
  • Keen attention to detail
  • Passionate about client support

Nice to Haves

  • Prior experience in a customer service team environment
  • Bachelor’s degree

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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