Customer Support Associate

4 weeks ago

London, United Kingdom Two Full time

Two is bringing the very best of B2C e-commerce to B2B. We’re passionate about building solutions that enable B2B Merchants to sell more, faster, and more efficiently. Growing 30% month-on-month, our goal is to become the world’s largest B2B payment solution by 2027. We’re backed by the very best VCs in the world — raised over €30m from Sequoia, Shine, Local Globe, Antler, Posten and influential angel investors in Fintech.

Two is built by a passionate and energetic team, all working together to revolutionise the way businesses transact online. We believe in diversity in opinions and ideas and expect all employees to think like an owner.

Location

We are seeking a candidate to join our London office. Our work model embraces a hybrid approach, offering employees the flexibility to work both onsite and from home.

About the role

This is a fantastic opportunity to get first-hand experience in one of the most exciting and fast-growing start-ups of the global Fintech industry with the mission to revolutionise B2B payments.

The Customer Support Associate will focus on merchants, and will play a crucial role in delivering high-quality support to them. The role involves leveraging operational expertise to enhance merchant services and understanding the impact of support satisfaction on overall merchant relations.

Our Operations team comprises three verticals: Customer Support, Risk Operations, and Collections, all dedicated to ensuring customer satisfaction. Join our growing team of committed professionals, reporting directly to our Director of Operations.


Key Responsibilities:

Merchant Support:

  • Serve as the primary point of contact for merchants and provide excellent customer support through our different communication channels, ensuring prompt and effective resolution of inquiries, issues, or concerns related to invoices, payments, credit or general topics. 
  • Educate merchants on the company's products, services, and payment processes, offering guidance and assistance as needed.
  • Develop, improve and implement processes that enhance the overall merchant experience, working closely with our merchant success team on value-add projects.

Operational Synergies:

  • Work collaboratively with other operational verticals to identify and leverage synergies that enhance merchant support services.
  • Establish strong working relationships with the buyer support team to facilitate knowledge sharing within the servicing team.

Performance Monitoring:

  • Monitor day-to-day service operations, ensuring adherence to established service delivery standards.
  • Track and report on monthly metrics related to merchant support, highlighting key achievements, challenges, and improvement opportunities.

About You:

  • Exceptional interpersonal skills.
  • Passionate about delivering exceptional customer experiences.
  • Thrive in a fast-paced environment, consistently meeting targets.
  • Positive attitude, eager to learn and adapt, with a proactive work ethic.
  • Exceptional interpersonal skills with a great ability to foster long lasting relationships
  • Excellent communication skills, both written and verbal
  • Relevant customer support experience ideally for a tech company/ startup
  • Native/fluent English speaker
  • Ability to work independently and collaboratively in a team environment
  • Strong problem-solving skills and ability to think critically under pressure
  • Quick adaptability to new software and technical environments
  • 25 days paid time off per year + public holidays
  • £500 annual allowance — to spend on anything that will contribute to your mental or physical health
  • £500 support for a phone device every 24 months (from your 6th month anniversary)
  • £500 annual allowance for learning and training
  • Cycle to work scheme
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