Community Support Specialist – Payments
há 1 dia
source : Ofertas de Emprego

About Us

DefinedCrowd offers a platform with multiple data delivery options that leverages machine learning technology and human intelligence to deliver quality-guaranteed training data for AI systems.

The platform offers self-service and fully customizable solutions that deliver high-quality project-specific training data, enabling AI products reach market quicker.

It is this business model that has allowed DefinedCrowd to raise a total of $63.6M in funding over 4 rounds. Our value proposition is quality, privacy, speed and scale, covering more than 50 different languages.

With strong expertise in speech and natural language processing technologies, we have been serving AI companies and Fortune 500 companies since day one.

DefinedCrowd was founded in Seattle and has offices in Lisbon, Porto and Tokyo.

Who are we?

Here at DefinedCrowd, we?re an eclectic bunch. We?re dreamers and doers. We?re game-changers, innovators and visionaries.

We believe in the impossible and our favorite thing to do is prove people wrong. Our crazy ideas of yesterday are the lived reality of today.

We?re instrumental to the progression and development of artificial intelligence and we couldn?t be prouder or more inspired to be involved in an industry that is changing the world.

Our mission (besides world domination)? To create a smarter future by empowering smarter AI.

Why Join Us?

You spend a lot of your time at work, so it should be challenging, fun and interesting. At DefinedCrowd, it will be all of those things and more.

Here?s what we offer :

  • A unique culture and a flexible work schedule so that you can retain your work-life balance.
  • Excellent career development opportunities in a high growth company
  • Access to an excellent compensation and benefits package
  • An international and diverse team, representing more than 34 nationalities
  • Relocation support
  • Continuous training opportunities
  • Fresh fruit, coffee and snacks in a healthy working environment LE1
  • What will you do?

    We are looking for an individual that thrives on communication and supporting our global community of members to join our Porto office and assist with payments related queries.

    Our goal is to ensure our community always has access to a team that hears their comments, complaints, questions, so we can take action to improve their experience based on their feedback.

    This position will be key in responding to Payments related queries from our community in a timely and appropriate manner, investigating community information, building relationships within our community.

    Keeping internal information organized, and ensuring our help center and other resources are updated with the latest information.

  • Providing comprehensive support to our diverse online community
  • Ensuring all customer payments are made accurately and to deadlines
  • Communicating with the Payments team for daily outward remittances
  • Monitoring of customers' transactions
  • Identifying community needs and offering support
  • Responding to inbound support messages and chats
  • Directing community outbound messaging
  • Triaging incoming messages as needed among team members
  • Analyzing and escalating reported errors and complaints
  • Coordinate with internal teams to improve community experience
  • Investigating suspected fraudulent community accounts
  • Following up with questions regarding payment transactions
  • Improving and creating new support documentation
  • FAQs, answer templates, how-to guides, etc.
  • Compiling feedback and providing community-based metrics to prioritize platform improvements and addressing inefficiencies within support operations
  • Requirements

  • A minimum of 3 years of experience in a related role, ideally in a global, scaling tech company. SaaS experience within Financial Services industry, preferably Card Payments would be an asset
  • Experience in a customer support field
  • Familiarity with help desk software and language used in customer support
  • Excellent written and spoken communication skills in English (other languages are a plus)
  • Bachelor?s degree in Finance, Business, Management, or other related fields,
  • Planning, time management, and organizational skills
  • Tech savvy and curious ? willingness to learn how to use and explore new tools
  • Sense of urgency and adaptability
  • Ability to prioritize and re-evaluate tasks daily
  • Flexibility in working with remote workers with diverse backgrounds
  • Familiar with MS Office Suite (Excel, Outlook, Word, etc.)
  • If you?re not just looking for a job, but a vocation, apply today and join us as we work to make artificial intelligence smarter.

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