Customer Service Representative

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Description

• Manage inbound customer questions and support tickets via email, chat, and phone, ensuring quick and effective responses to each query. • Guide new customers through the onboarding process, providing tailored assistance to help them get started and maximize their experience with Nickel. • Own and maintain the Nickel Help Center. • Regularly update user guides, create new resources, and identify and address common questions/issues to ensure our support content is accurate, comprehensive, and accessible. • Monitor support interactions to identify frequently asked questions or recurring issues, and proactively develop Help Center articles to address these. • Track and report on key customer support metrics, such as response time, resolution rate, and customer satisfaction, using data to inform improvements and drive a high standard of service.

Requirements

• Proven experience in a customer service or client support role, ideally in fintech, payments, or with small businesses. • Strong written communication is critical, as 95% of this role involves writing. • Can identify gaps, execute solutions independently, and improve processes for the team and our users. • Problem-solving abilities, with a proactive approach to customer needs. • Comfortable using CRM tools and customer support software is a plus. • Ability to multitask and manage time efficiently in a fast-paced environment. • Flexibility to work shifts, including evenings or weekends if required. • Can identify gaps, execute solutions independently, and improve processes for the team and our users. • Comfortable working in the US shift.

Benefits

• Work with an innovative, fast-growing company transforming the real estate experience. • Collaborative team culture and opportunities for growth. • Competitive compensation package and benefits.