Customer Success Executive

2 days ago

London, United Kingdom Trust Payments Full time

Trust Payments have an exciting opportunity for a **Customer Success Executive **to join the team.

Location: London

**Salary**: Competitive + Benefits

**Job Type**: Full Time, Permanent

**About Us**:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading FintechPayments group.

**Customer Success Executive - **The Role:
Bringing Merchant queries to resolution through support and, where needed, investigation or escalation to the relevant teams. As part of the Support Team, the Customer Success Executive will provide reactive support, practise excellent customer service atall times and proactively assist Merchants where needed.

**Customer Success Executive - **Key Responsibilities:

- Record actions, comments and details in our chat tool as needed
- Escalate inquiries to 2nd or 3rd Line support as needed
- Assist merchants with using the Stor Platform
- Update our knowledge base with helpful articles to assist merchant self-service
- Manage merchant accounts as needed
- Update ClickUp/Pivotal tracker with feature requests/bugs respectively
- Liaise with TrustPayment Support Technical and Service support desks for Payment related issues
- Tracking ongoing merchant tickets and following up with the merchant as needed
- Liaise with Engineering as needed.
- Contribute to Team and Company meetings as required
- Update Customer Success Team Lead on support issues and request assistance where needed
- Take on ad hoc tasks when required
- Comply with all legislation and codes of practice appropriate to the role
- Comply with the Health and Safety at Work Act and relevant directives in all activities
- Compliance on all relevant aspects of Data Protection as appropriate to the role

**Customer Success Executive - **You:

- eCommerce experience or running a business
- Responding to merchant queries in a timely manner with patience and empathy
- Acting as an informal business coach for merchants to help them continue to improve and grow their business
- Offer needs-based solutions, not pushy sales
- Ensure privacy and security practices are followed at all times
- Ability to work accurately in a fast-paced, rapidly changing environment
- Excellent communication skills both written and verbal
- A good working knowledge of eCommerce tools and best practices is an advantage for example marketing, SEO, Web Design, Google Analytics, etc
- Any experience or interest in marketing, retail or sales.
- Any experience in SEO, PPC, or similar
- Willingness and commitment to ongoing growth and learning

**Customer Success Executive - **Benefits:

- Opportunity to be part of a rapidly scaling eCommerce Platform.
- Flexible home working or fully remote for the right person
- Health and Wellbeing ethos
- Family-friendly enhanced benefits/policies
- Pension, Healthcare, Life Assurance
- Social events and team building

To submit your CV for this exciting **Customer Success Executive **opportunity, please press ‘Apply’ now.

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