Customer Success and Transaction Manager

About Silverbird

Silverbird is a financial technology company providing online banking for cross-border trade. We are here to remove financial complexity for international merchants and make the global banking system more inclusive. We provide global banking accounts and cross-border payments – all tailored to import/export operations and designed with the customer at the core. We safeguard our customers’ money in Tier-1 UK banks and partner with the leading payment institutions, networks, and platforms in the world to deliver frictionless payment services.

About The Role

The Customer Support Associate is a trusted advisor for our customers. You will be responsible for helping customers learn how to use and navigate their Silverbird account, answering questions, and solving problems as they arise. We are a start-up so a big part of the role will be to listen closely to our customers about their experience on our platform which will help to form our future customer experience.

The Perfect Candidate Is

The Customer Success and Transaction Manager is a capable and compassionate go-getter. Successful team members are fast learners and are obsessed with giving our business customers the best experience possible with prompt replies and solutions that work.
A self-starter and a phenomenal teammate
A quick learner
Big on working cross-functionally and cross-team collaboration
Looking for a career to grow into or are excited by career development
Will be able to work on rotating shifts in the future (weekends are always free)

Responsibilities
Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer service techniques
You will act as the primary product and support subject matter expert - you’ll know the product better than anybody and serve as the voice of the customer
You will provide quality support via chat and email
You will be able to quickly identify and troubleshoot any issues in a timely manner, following an incident management process
You will be responsible for guiding the new customers through the onboarding process
You will administer quality assurance processes including customer satisfaction surveys, KPI’s and transaction scorecards
You will help with onboarding, guidance and training of our new team members


Qualifications
For our Customer Success Associate role, we are looking for at least 1 year of experience and some exposure with ticketing systems (such as Zendesk, Freshdesk or Intercom is preferred)
You are passionate about making our customers personally and professionally successful
You have outstanding communication skills and ability to collaborate cross-functionally
You have strength in multi-tasking, prioritization, attention to detail, and organization
You have an aptitude for learning new products and technologies
You are an excellent teammate who gives ideas to improve processes
You possess a solid work ethic