Deskripsi Pekerjaan
Are you passionate about the share market and helping others achieve their financial goals? Simply Wall St is looking for a dedicated Customer Success/Support Associate to join our well-funded Fintech startup. We are on a mission to democratize investing by making financial information accessible and understandable to everyone.
In this role, you will serve as the voice of Simply Wall St, guiding our users through our innovative investment platforms. You will help clients understand complex financial concepts, interpret our data, and ensure they get the most out of our tools. This is a fantastic opportunity for someone looking to kickstart their career in the Fintech industry while working with a global, remote-first team in the Philippines.
You will be the bridge between our users and our product, ensuring high satisfaction rates and fostering long-term engagement with our community of investors.
Tanggung Jawab
- Act as the primary point of contact for customer inquiries via email, chat, and phone support regarding investment products and stock market concepts.
- Onboard new users, guiding them through the setup process and providing an overview of how to use Simply Wall St effectively to track their investments.
- Conduct market research to identify common user pain points and provide feedback to the product and engineering teams to drive continuous improvement.
- Educate clients on basic investment principles, portfolio analysis, and financial literacy to help them make informed decisions.
- Maintain a high level of customer satisfaction (CSAT) and Net Promoter Score (NPS) by resolving issues promptly and professionally.
- Manage ticket volumes efficiently while adhering to service level agreements (SLAs).
Kualifikasi
- A keen interest in the share market, stocks, and personal finance.
- Excellent written and verbal communication skills in English.
- Ability to explain complex financial data in simple, easy-to-understand terms.
- Strong problem-solving skills with a customer-centric approach.
- Proficiency in using CRM software and customer support tools.
- Basic to intermediate knowledge of Microsoft Office Suite (Excel, PowerPoint).
- Self-motivated with the ability to work independently in a remote/hybrid environment.