Customer Support B2C

About ScopeX:
ScopeX is a leading fintech startup revolutionising the way individuals perform cross-border payments. Our mission is to simplify global transactions through innovative technology, providing secure, fast, and seamless payment solutions. We are committed to exceptional customer service to our users and are looking for a dedicated Customer Support and Onboarding Specialist to join our team.

Job Overview:
We are seeking a passionate and proactive Customer Support and Onboarding Specialist in B2C industry. The ideal candidate will be responsible for providing excellent customer service and support, resolving queries, and ensuring a smooth user experience. If you have a knack for problem-solving and love helping others, this role is perfect for you.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Issue Resolution: Efficiently resolve customer complaints and issues, ensuring high customer satisfaction.
• Onboarding Specialist: Welcome new users and guide them through the onboarding process, ensuring they understand how to use ScopeX’s features and benefits.
• Account Setup Assistance: Assist users in setting up their accounts, including KYC processes and inviting friends as a referral program.
• Personalized Support: Provide personalized support to new users, addressing any questions or concerns during the onboarding phase.
• Product Knowledge: Maintain a deep understanding of ScopeX’s products and services to provide accurate information and support.
• Feedback Management: Gather user feedback and communicate it to the relevant teams to help improve our products and services.
• Documentation: Create and maintain support documentation, SOPs, FAQs, and help guides for users.
• Team Collaboration: Work closely with the product, engineering, and marketing teams to address customer concerns and improve the overall user experience.
• Reporting: Track and report on customer support metrics and trends, identifying areas for improvement.

Qualifications:

• Education: Bachelor’s degree in any discipline. A background in business, communication, or related fields is a plus.
• Experience: 1+ years of experience in B2C customer support. Experience in fintech company is preferred.

Skills:

• Excellent verbal and written communication skills.
• Proficiency in using CRM tools preferrably hubspot.
• Strong problem-solving abilities and a customer-centric mindset.

• Ability to work independently and as part of a team.

• Ability to manage multiple tasks and prioritize effectively.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work in a fast-growing fintech startup.
• A collaborative and supportive work environment.
• Opportunities for professional growth and development.
• Flexible working hours and remote work options.