6 month contract (extensions possible).
Will be remote to start, but once shelter in place restrictions are lifted, must be able to come onsite in St. Louis Office (Tucker Blvd & Dr. Martin Luther King Drive)
Job Title: Customer Success Advocate
Duties: Company Description
We build common business tools in unconventional ways so more people can start, run, and grow their businesses. When we started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. We made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then we have been building an entire business toolkit of both hardware and software products including Capital, Terminal, Payroll, and more. We're working to find new and better ways to help businesses succeed on their own terms—and we're looking for people like you to help shape tomorrow.
We started with a simple idea—that everyone should be able to accept credit and debit cards—and we've been rethinking buying and selling ever since. You are dedicated to providing outstanding customer service, being the voice of our company. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.
Spend the majority of your day (up to 90% of your shift) working with sellers by handling inbound phone calls in a fast paced environment Identify and cross-sell products to customers through education on our ecosystem. Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership Connect with sellers to discuss their needs and how our products can help them start, run and grow their business Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.
*Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays
English fluency with strong organizational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded, both spoken and written The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business The ability to type and double task efficiently while handling phone contacts Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others Problem Solving Skills. You enjoy digging into a problem and finding a solution.
The ability to customize the support experience to the needs of individual customers Interest in receiving and implementing feedback, and dedicated to personal improvement Comfort with ambiguity and resilient when facing rapid change Superb attention to detail Excellent time-management skills A desire to help people and improve the customer experience of our sellers The ability to turn around challenging issues through de-escalation and problem solving