Senior Customer Support Associate
Senior Customer Support Associate
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities
This is a hands-on high-impact role within our Customer Experience function. Youll manage live customer accounts lead service reviews and work cross-functionally to ensure a seamless and value-driven experience for our clients.
- Own and manage a portfolio of live customer accounts ensuring timely high-quality responses to queries and support tickets
- Lead and deliver quarterly and monthly Service Reviews partnering with Account Managers and Product teams
- Maintain deep product and domain knowledge to support customer needs
- Identify and escalate operational bottlenecks or recurring issues collaborating with Product and Engineering for resolution
- Act as an escalation point for high-priority or sensitive customer issues
- Contribute to the continuous improvement of internal CX processes documentation and tooling
WERE LOOKING FOR
Were searching for someone who thrives in a fast-paced customer-focused environment and brings deep operational experience. Youll be confident managing complex queries collaborating cross-functionally and driving continuous improvement.
Essential
- 4 years experience in a customer-facing operational role within B2B SaaS or fintech environment
- Proven ability to manage live customer queries including triage resolution and escalation
- Experience delivering formal Service Reviews or QBRs
- Strong written and verbal communication skills with the ability to clearly explain complex issues
- Cross-functional collaboration experience particularly with Product Engineering and Sales
- Comfortable working in a remote-first fast-paced scale-up environment
Desirable
- Experience in payments banking or regulated financial services
- Previous experience supporting API-based SaaS platforms
- Involvement in managing support SLAs reporting or customer health metrics
- Experience contributing to or managing knowledge bases or CX tooling
INTERVIEW PROCESS
Stage1:Screening Call with the Talent Team
Stage 2:Zoom Interview with hiring manager
Stage 3:Technical Assessment with the Customer Experience team
Stage 4:Zoom Interview with other commercial leader (optional)
We always aim to stick to the above process; however there may be occasions when an additional interview stage is required for us to be sure that we are hiring the right person!
HIRING LOCATIONS
WearecurrentlyacceptingapplicationsfromtheseUSstates:ConnecticutNewYorkNewJerseyandNorthCarolina.
ABOUT FORM3
Revolutionising the world of payments with our cutting-edge technology and innovative solutions. For more information about life at Form3 check out the following pages:
What we doLife at Form3BenefitsFlexa-verified employerPodcasts
Required Experience:
Senior IC
Employment Type
Full Time
