Merchant Support Analyst
BVNK enables businesses to send, receive, and convert any currency using modern payment infrastructure.
Investors
About BVNK
BVNK provides a unified platform for fiat, stablecoin, and cryptocurrency payments, offering businesses the ability to launch stablecoin wallets, multi-currency accounts, and add crypto payments to their checkout. The platform is designed for high-volume transactions, catering to established businesses with specific payment needs.
Skills
About the Role
You will join the Support team as a Merchant Support Analyst, reporting directly to the Customer Support Manager while working closely with other functions across the business. You'll take ownership of resolving incoming queries from global customers, guiding new clients through onboarding, and building strong relationships across departments. You'll need sharp attention to detail and a solid grounding in onboarding, KYC, payments, and customer service. Day to day, you'll troubleshoot and solve customer issues across multiple channels, maintain deep product knowledge, and go above and beyond to exceed expectations. You'll also flag risk concerns, moderate customer reviews, and feed insights back to management to help the team keep improving.
Requirements
- 1-2 years experience in the customer service industry ideally within fintech
- A successful track record for managing relationships and maintaining business relations
- Experience successfully managing multiple projects at the same time
- Desire to learn and gain insight into the crypto industry
- Bachelor's Degree
- Goal-oriented and results-focused with ability to work under pressure
- High integrity and exceptional work ethic
- Phenomenal interpersonal communication skills; confident, dynamic, and assertive
- Demonstrable ability to mentor, coach and develop people
- Problem-solving skills
- Empathetic, friendly, communicative
- Time management
Responsibilities
- Manage incoming queries received from global customers and provide prompt support
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Investigate, troubleshoot and solve customer queries in a prompt manner
- Communicate with customers through multiple channels and platforms
- Maintain extensive knowledge of products from a customer perspective
- Exceed customer expectations by going above and beyond
- Communicate and coordinate with colleagues as necessary
- Provide feedback on the efficiency of the customer service process
- Demonstrate knowledge and use of departmental resources, policies and procedures
- Use customer service tools to provide an accurate response and exceptional customer experience
- Escalate customer issues appropriately and correctly
- Proactively communicate system and process issues, as well as customer feedback trends, to management
- Moderate incoming customer reviews and respond promptly to resolve them
- Manage multiple tasks simultaneously and work closely with various departments to resolve outstanding issues
- Provide excellent customer experience and go the extra mile to ensure timely query resolution
- Review documents and flag high-risk customers immediately if discrepancies arise using Onfido
- Stay actively involved with industry news, conferences, and events as a credible ambassador for the business
Benefits
- Meaningful ownership in the business through employee option scheme
- Flexible working hours
- Hybrid working
- Flexible approach to holiday
- Opportunities to travel to offices around the world