Customer Support Rep
Support – Remote
Department – Support
Employment Type – Full-Time
Minimum Experience -Mid-level
About the Role
As a Customer Support Representative at Raenest, you’ll be the first point of contact for our users, delivering exceptional support across various channels. You’ll handle inquiries, troubleshoot issues, and collaborate with cross-functional teams to provide timely and effective solutions. Your role will be integral in maintaining our high standards of customer satisfaction and ensuring users have a seamless experience with our platform.
Key Responsibilities
Respond promptly to customer inquiries across multiple channels, including email, chat, calls and in-app messages.
Respond promptly to a large volume of customer requests, ensuring timely and accurate resolutions.
Understand customer concerns, provide timely tailored solutions, escalate complex problems, and follow up to ensure resolution.
Document and categorize user feedback to contribute to product improvements.
Collaborate with cross functional teams, such as Compliance and Product, to address user concerns effectively.
Identify and report recurring issues or bugs to the Product or Compliance team to enhance user experience.
Ensure that all customer interactions are accurately documented in the support platform for transparency and follow-up.
Work with Tier 2 support or specialized teams to resolve escalated user issues efficiently.
Maintain a strong understanding of Raenest’s services, policies, and processes to provide accurate information to users.
Meet and exceed key performance metrics, including response time, resolution rate, and CSAT scores.
Qualifications
+3 years proven experience in a customer support role, preferably in the fintech or SaaS industry.
Excellent verbal and written communication skills with attention to detail.
A go-getter with a proactive approach to problem-solving.
Ability to work independently in a remote environment while collaborating with a distributed team.
Proficiency in using customer support tools and systems such as Zendesk, Intercom, Slack etc.
Ability to type quickly and accurately.
Flexibility to work in shifts (24 hours rotational shift schedule), including weekends and public holidays.
Basic understanding of troubleshooting technical issues related to apps or web platforms.
Strong interpersonal skills to handle difficult customers with patience and professionalism.
Experience working with diverse teams and customer bases, ensuring sensitivity to cultural differences.
Openness to changes in processes, tools, and team dynamics in a fast-paced environment.
Additional information
Remote friendly
Health Insurance
Training Budget
Team building events
Growth Opportunities
Paid Time Off
