Job Description
Circit is a fast-growing B2B SaaS company that is on a mission to make business verifiable in real-time. We are creating a global asset verification platform that allows auditors to deliver higher quality financial audits and spend more time helping businesses to create greater value for all economic stakeholders. Our current customer base includes big four accountancy firms as well as global banks.
We are looking for a dedicated and detail-oriented Customer Support Executive to support our US customer base and be part of our global team. The ideal candidate will be responsible for managing customer inquiries and providing outstanding support related to our audit platform. This role requires strong communication skills, a solid understanding of SAAS platforms and a passion for helping customers success.
This role will be required to work 9am – 5.30 pm EDT (GMT + 4), and can be based in the US or Canada. We are a remote first business.
In this role you will:
Customer support
- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
- Provide accurate information about the platform features, functionality, and troubleshooting steps.
- Assist customers in navigating and using the platform effectively.
- Resolve customer complaints and issues efficiently, escalating to higher-level support when necessary.
Technical Assistance:
- Troubleshoot technical problems and guide customers through resolutions.
- Collaborate with the technical team to address and resolve complex technical issues.
- Maintain up-to-date knowledge of the audit platform, including new features and updates.
Customer Education:
- Conduct product demonstrations and training sessions for customers.
- Create and update support documentation, FAQs, and guides to enhance customer self-service capabilities.
- Gather customer feedback and provide insights to the product development team for continuous improvement.
Relationship Management:
- Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty.
- Proactively follow up with customers to ensure their issues are resolved and they are satisfied with the platform.
- Reporting and Analysis:
- Track and document customer interactions, issues, and resolutions in the customer support system.
- Analyze support data to identify trends and areas for improvement.
- Prepare regular reports on customer support metrics and performance.
Team support
- You will be part of the US team and support that team in their efforts to grow the US business, for example attend client calls, identify US specific issues and opportunities within the platform, assist with research projects
- You will also feed into the global support team based in Dublin. You will follow centralised processes, and support the central operational function in building out customer documentation, providing cover for European customer queries
Candidate Requirements
You must be ready to work in a fast paced, high growth environment, with a large amount of flexibility required.
- Bachelors Degree or equivalent.
- 2+ years of experience in customer support, preferably in the fintech or audit industry.
- Experience supporting a SAAS platform
- Excellent verbal and written communication skills.
- Ability to troubleshoot and solve technical problems.
- Proficiency in using customer support software and tools (Intercom a plus)
- Strong organizational and multitasking skills.
- Ability to work independently and as part of a team.
- High level of empathy and customer service orientation.
- An interest or experience in Fintech/Financial Services would be a bonus
- We are looking for candidates that are extremely detail oriented, can work in a fast-paced environment with a high sense of urgency, and are quick learners and technically savvy.
This role is remote, and we are open to applicants across North America.
This is an exciting opportunity for an all-rounder, highly motivated candidate to get involved at the ground level of a fast-growing company. We’re committed to making sure our employees are well-treated. If there’s something that’s important to you that’s not on the list, talk to us.
· Competitive salary;
· A small team with a friendly environment that promotes autonomy for you to self-manage your time;
· Remote-working and flexible working hours;
· Great opportunity for career progression with hands on experience;
· Freedom of expression is encouraged.