Customer Success Specialist

• Guide new users (both buyers and sellers) through the profile setup process, order management, and secure payment processes
  
• Craft strategies for managing and responding to customer questions/queries through defined company’s channels
  
• Provide clear instructions to improve user adoption on the company’s services securely and efficiently
  

• Respond promptly to inquiries regarding order tracking, payment issues, or delivery concerns
  
• Resolve disputes between buyers and sellers by investigating issues, coordinating relevant teams and ensuring fair outcomes
  
• Provide clear guidance on refunds, returns and transaction delays.
  

• Build a team of external customer champions and evangelists who will advocate the product and services when needed.
  
• Maintain regular communication with active users to improve retention and satisfaction.
  
• Develop educational content (e.g., FAQs, guides) to help customers better understand platform features
  

• Monitor transactions for fraudulent behaviour, suspicious activities or payment risks
  
• Educate customers on best practices for secure transaction
  

• Monitor and analyze customer feedback and metrics to identify areas for improvement and implement changes as necessary.
  
• Collaborate with the products and tech teams to recommend improvements
  

• Establish synergistic relationship with Company’s partners to promote partnership in evaluating and presenting product to customers to drive growth and user base
  
• Develop strategies to increase repeat purchase and platform engagement
  

• Participate in ongoing training to stay updated on the company’s offerings
  
• Ensuring accurate and helpful communications with customers 
  

Requirements

• 3-5 years of Experience as a customer success specialist
  
• Bachelors degree in any communications or business related field
  
• Great communication skills (writing and speaking).
  
• Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritization
  
• Knowledgeable on social media trends, B2C marketing, and influencer marketing.
  
• Experience posting content on FB, IG, Twitter, Snapchat, Reddit, etc.
  
• Must comprehend the emotional journey of our customers buying/selling stuff online
  
• Consumer brand, Fintech or ecommerce industry experience
  
• Experience using marketing software like Hubspot, Zendesk and Notion
  
• Strong business acumen to own and drive success for the business unit.
  

Benefits

• Opportunity to work in a fast paced environment
  
• Competitive salary and benefits package
  
• Professional development and training opportunities.