Customer Support Manager
1 month ago
The Customer Success team
Customer support is the beating heart of any business and it is especially the case at Griffin. We put the customer at the centre of everything we do because we know that satisfied customers not only drive repeat business but also become powerful advocates, influencing others and fostering a positive reputation. Building a strong customer-centric foundation is critical to us, as it cultivates trust, loyalty, and a deep understanding of customer needs, ultimately paving the way for sustainable success and expansion.
Like most of Griffin, the Customer Support team is in its infancy. We’re working to build a CS team that is a highly respected and integrated part of the business. We should be the best in class when it comes to Customer Experience in banking.
The Customer Support team reports to our Chief Product Officer, and works most closely with Engineering, Product and Marketing. Across all teams, we place significant emphasis on compassion, ownership, and curiosity. You will be empowered to make meaningful decisions and supported to make sure we collectively get those decisions right.
Who are youThe ideal candidate for this job will have most of the following:
- 4+ years in customer support or a similar role, ideally within the fintech or banking industry
- Experience of solving complex problems while ensuring great customer outcomes
- Clear and concise written and verbal communication skills
- Empathy: a strong desire to ensure genuine support for our customers
- A flexible and supportive approach
We’re hybrid-remote, and most of your colleagues will not share an office with you on a day-to-day basis. This means you should also have:
- A high degree of comfort in adopting new software tools for document drafting, collaboration, and communication.
- A love of writing - we have a major amount of written documentation that you will be contributing to, and we place a high degree of importance on clarity and readability (you can find out more here about how we write )
As a Customer Support Manager at Griffin, you will...
- serve as the first point of contact for our customers, addressing their inquiries, troubleshooting problems, and providing information to help use the product effectively.
- provide prompt and effective customer support via various channels while keeping them informed about the status of their inquiries and providing updates as needed.
- contribute to the creation and maintenance of knowledge base articles and support documentation.
- be the voice of the customer internally: advocating for their needs and driving improvements to their experience, whether that’s through our products, sales process, documentation or communications
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