BookiPay Customer Support Representative (USA – Delaware)

The Role

We are looking for an enthusiastic, innovative, and proactive Customer Support Representative (CSR). This role may develop into a Customer Support Manager role as the team grows. You’ll need to be able to learn existing processes, present yourself professionally in written communication, and communicate effectively with our users about our products and resolve issues. 

In the support team, our days are geared to supporting our users, resolving issues, and making a real difference. You will be the initial Customer Support Representative for BookiPay and will work alongside the Bookipi Support team and our Operations Manager.

Key Actions & Duties

  • Deliver V1 of the BookiPay app with our current BookiPay team
  • Develop response protocols, templates, and processes
  • Receive, resolve, and respond to customer enquiries
  • Communicate Bug and Feature requests to the product team
  • Elevate technical and product matters to the relevant team
  • When trained appropriately, handle elevated support matters
  • Support new product and market launches
  • Maintain a high Customer Satisfaction Rating
  • Maintain the required response times
  • Train new support team members for BookiPay
  • Improve the customer experience and maintain high user retention metrics
  • Implement and execute innovative solutions that provide meaningful value to users.
  • Administrative duties as required

Skill & Experience Requirements

  • At least 8 years of customer support experience using electronic ticketing
  • At least 2 years of Invoicing and Payments experience; this experience will be highly regarded
  • At least 2 years handling elevated customer support matters
  • Working directly with customers in a Customer Support role for financial services

Technical Requirements:

  • Support Platform: InterCom
  • Experience with: Stripe or similar payment platforms

Who is Bookipi?

Bookipi is a high-growth global fintech company with a ”remote first” work from home approach. We build apps for micro to medium-sized businesses and make a real difference for our users.

What’s BookiPay?

BookiPay is our next generation payments app. We generate over $6 billion in invoices each year on our Bookipi platform and are building BookiPay to move money more easily for our users.

Job Category: Support
Job Type: Full Time
Job Location: Remote - USA

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