Customer Success Associate

Deadline: 11th October 2024

Position Overview:  

The Customer Success Associate will be responsible for for providing top-tier support to PaidHR clients, ensuring smooth product usage and addressing customer inquiries related to product features, troubleshooting, and compliance with KYC processes. This role will involve handling product-related issues, assisting with onboarding processes, and ensuring that all customers meet KYC compliance standards.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone, providing timely and accurate solutions to product-related issues.
• Guide customers through onboarding processes, including setting up their accounts, verifying documentation, and addressing initial product usage questions.
• Troubleshoot technical issues customers encounter, escalating complex cases to the product or technical team when necessary.
• Document customer interactions, issues, and resolutions in the CRM system.
• Ensure customers meet KYC requirements by reviewing and verifying documentation such as IDs, proofs of address, and other necessary information.
• Work closely with the team to address and resolve any KYC-related issues or escalations.
• Maintain up-to-date knowledge of KYC regulations and ensure that all customer interactions comply with legal and regulatory standards.
• Assist customers in understanding product features, troubleshooting issues, and maximizing their use of PaidHR’s solutions.
• Provide step-by-step guidance on how to navigate PaidHR’s platform and utilize various features effectively.
• Collaborate with the product team to communicate feedback from users and suggest product enhancements based on customer pain points.
• Build strong relationships with customers, ensuring high levels of customer satisfaction and retention.
• Assist with customer training sessions, webinars, and demos to ensure proper usage of the product.
• Follow up with customers post-support interactions to ensure their concerns were fully resolved and they are satisfied with the service.
• Track and report on support tickets, KYC compliance issues, and customer satisfaction metrics.
• Provide insights and feedback from support cases to improve customer onboarding and product experience.
• Participate in internal meetings to discuss trends in customer issues and potential solutions to enhance the product and support experience.

Key Requirements:

• Bachelor’s degree in a relevant field.
• 3+ years of experience in customer support, product support, or a similar role.
• Experience with KYC processes and regulatory compliance, preferably in a SaaS, fintech, or HR-tech environment.
• Strong familiarity with KYC verification tools and processes.
• Excellent communication skills, both written and verbal.
• Experience with customer support software and CRM systems.
• Strong problem-solving skills and a passion for helping customers.
• Ability to work independently and collaboratively in a fast-paced environment.

Benefits:

• Competitive salary.
• Earned Wage Access.
• Hybrid Work.
• Engage with a collaborative and supportive team.
• Comprehensive training and professional development opportunities.
• Positive and inclusive work culture.

Why PaidHR?

As a people-centric company, we firmly embrace the idea that charity starts at home. Our team comprises exceptionally intelligent and cool individuals with whom you’ll not only work but also grow. You, our first customers, are of utmost importance to us, and ensuring you have everything necessary to be your best self is always top priority.

Become a part of the best team!!!