Mangopay is a wallet-based payment infrastructure built specifically for organisations with complex, multi-party fund flows. A pioneer in multi-party payments.
Our solution optimises fund flows on behalf of the organisations we work with using wallets as programmable, composable building blocks.
Mangopay’s regulated platform collects payments, secures transactions and holds funds, splits money between the various parties in the funds flow, and ultimately manages the payout to service providers, sellers, and consumers.
Platforms and fintechs using Mangopay regain control and transparency over multi-party payment flows, generate additional revenue, and improve operational efficiency. They can stay compliant while innovating and scaling.
As a fast growing FinTech company, our customer pool grows as well, thus, we are looking for a Customer Support Specialist to accomplish this mission within the dynamic Customer Support Team based in Paris.
Responsibilities:
Provide Top-Notch Customer Support via telephone, web-form, email and chat
Respond to customer compliance, finance, fraud, technical and commercial inquiries and more
Troubleshoot varying degrees of different problems
Organize, plan, and prioritize workload, and complete other assigned special projects as needed
Educate customer on the use of our API and product
Accurately document and update records in required systems
Build customer loyalty through exceptional customer service
Contribute ideas on ways to improve products and services
Maintain performance objectives such as Key Performance Indicators (SLA, response time, satisfaction rate, etc.)
Perform additional duties within the department as needed
Qualifications:
Strong Customer service experience
Excellent level (both verbal and written) in English and French is required
You have a thorough understanding of how a REST API works
Knowledge of Salesforce
A previous work experience with confidential customer account information is appreciated
Striving to learn as you will assist customers with inquiries on a wide range of subjects for which you will need to show expertise
Passion for helping others - going above and beyond for our customers
Exceeding customer satisfaction, efficiency metrics, and issue resolution targets
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Being flexible/adaptable
Continuously looking for areas of improvement
Ability to multi-task with ease, effectively prioritize tasks and be a self-starter
Ability to work under pressure / Time management skills
Speaking an additional language (German, Italian, ...) will be a considered as an asset
Recruitment process :
