Job Description

Join Swipesum, one of the top 100 disruptive fintech startups globally. A 2023 & 2024 Inc. 5000 list maker for fastest growing private companies in the US, the number one financial services company in the Midwest. Our commitment to customer experience has been the key to our success, and we’re looking for our next Team Member.

This job is on-site and located in the CIC building at the Cortex in Midtown.

As a Customer Success Team Member at Swipesum, you'll have the opportunity to work alongside a team of industry experts and play a pivotal role in delivering unparalleled service to our valued clients. From guiding new clients through the onboarding process to resolving any issues that arise with existing customers, you'll be instrumental in driving customer satisfaction and retention.

Here's a glimpse of what your role entails:

• Data collection and entry of applications and underwriting documentation into financial institution’s software portals
• Ownership of post-sale onboarding, continued support, and retention
• Primary contact for client issues and responsible for issue resolution
• Answer telephone calls, emails, and support desk communications from current customers
• Occasional travel and on-site meetings with clients and potential hardware setup
• Escalate customer account issues to appropriate partner or escalation contact
• Organize all customer interactions in our CRM and internal software
• Creating brand advocates that generate testimonials and referrals
• Learn both high-level and technical payments knowledge to use when solving customer inquiries
• Handle multiple customer inquiries at one time
• Manage inquiries with ticketing system
• Meet goals and objectives using quantitative and qualitative metrics set in place

Our Ideal Candidate

• 2-5 years of experience in a similar role
• A natural problem solver who prefers to own responsibilities
• Has customer service experience and enjoys picking up the phone with a smile
• Thrives in a fast-paced work environment with constant change
• Business software acumen: CRM, Service ticketing, phone, webchat, email
• Strong client-facing problem-solving and communication skills
• Persuasive and trustworthy
• Respectfully handles criticism
• Process-oriented and organized
• Payments industry knowledge is a plus
• Strong work ethic in a team-based environment
• Works well with the entire Swipesum team, not just individually
• Ability to multi-task and juggle multiple projects and issues simultaneously

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