About this role
Clip Money USA Inc.
Title: Customer Support Specialist
The hours for this role are 2pm to 10pm PST. Fluency in English and Spanish is preferred.
Position Overview
Clip Money is looking for a Customer Support Specialist to join our growing team! You are a tech savvy, problem solver who thrives in a collaborative, fast-paced, troubleshooting environment, where you can support our customers in the Pacific Standard Time zone across North America, when they need it most!
In this position, you will provide exceptional support of commercial clients using the Clip network and technology platform. You will collaborate with internal teams to deliver customer feedback to ensure a positive customer experience. To be successful in this role, you will support Clip customers both on phone and email.
Job Description
Clip is a transformative Fintech, solving for one of the markets biggest challenges: Servicing daily Business Banking transactions. We enable retailers and businesses of all sizes to conveniently make their business cash deposits at malls and big box stores into any existing bank account through our digital first platform. We’re helping retailers free themselves from the bank branch and from costly armored pick-up services making cash deposits easier and less expensive than ever.
Clip has the largest business deposit network in the United States which includes cardless-access ATMs, ClipDrop smart safes, and Walmart Money Centers.
Reporting to the VP, North American Operations, the Customer Support Analyst will be a dedicated professional with a strong customer focus and a background in hardware, software and networked products and services. The successful candidate is highly motivated, and results driven with exceptional communication skills and who is technologically and operationally proficient.
The successful candidate will be an integral part of the Customer Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to queue management, queue call coverage, responding to email, and assisting with the growth and management of new products. Must be open to flexible hours including some nights and weekends. Experience in the Financial Services industry would be an asset.
Key Responsibilities:
· Use your skillsets to troubleshoot Client issues in a timely manner.
· Listen and serve as a Support liaison between Clients and Clip Money.
· Support the end-to-end lifecycle of a Clip customer from registration to onboarding, through production, user support and issue resolution.
· Keep Clients informed of progression with issues and provide follow up as necessary through written or verbal communications.
· Collaborate with other departments as necessary to expedite resolutions.
· Promote and maintain a high quality, professional, service-oriented, company image.
· Ability to work flexible hours including a rotation to cover emergency calls on weekends.
· Full understanding of the Clip technology platform including applications, dashboards, KYB/C registration, payment processing, hardware and software.
· Track issues and report on systematic issues impacting customer experience including recommendations for resolutions, new products and product enhancements.
· Support customers as Clip creates and launches new features or products.
· Escalate and troubleshoot customer issues through Clip partners and leadership.
· Prepare monthly availability and usage reports and maintain and develop reports as required.
· Leverage and analyze data, including product usage and program success criteria to identify opportunities for improvement.
· Ensure a positive customer experience is reflected in the NPS (Net Promoter Scores) results.
We are looking for someone with a proven track record of 3 to 5 years’ experience in the following areas:
· Managing service and support in retail and/or financial services.
· Data-driven, inquisitive, you have a strong technical aptitude for systems and data to drive results and seek out areas of improvement.
· Outcome oriented, always keeping in mind and seeking clarity on goals and key results.
· Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions.
· Strong communications skills and proficiency in the English language.[BB1]
· Excellent organizational, project management and time management skills.
· Strong relationships, teamwork and collaboration capabilities.
· Ability to thrive in ambiguous situations – ask the right questions and seek out the answers.
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What we offer:
● Opportunity to work on a leading Fintech platform, reinventing commercial cash management.
● Creating solutions that will serve millions of users and businesses globally.
● Competitive compensation package including benefits, performance bonus and equity potential.
Find out more about Clip at: https://clipmoney.com/ or on our LinkedIn page at: https://www.linkedin.com/company/clipmoney/