Operations Specialist/ Customer Support (C-Pay Solution)
Position Summary: The Operations Specialist is responsible for processing customer requests and managing the technical and operational aspects of the C-Pay solution. This includes working closely with internal teams to resolve client issues and ensure the smooth operation of the C-Pay system. Close collaboration with the Customer Success and Business Development teams is essential to ensure efficient issue resolution and process optimization. The role requires strong attention to detail, excellent communication skills, and the ability to work cross-functionally with various departments.
Key Responsibilities:
Ticket Management & Issue Resolution:
Receive and process client development requests or technical issues via the Customer Success team.
Monitor, prioritize, and resolve client support tickets in coordination with the technical and product development teams.
Ensure that client requests are addressed in a timely and effective manner, keeping clients informed of progress.
Technical Collaboration:
Liaise between customers and internal teams (engineering, product, etc.) to ensure technical issues are handled promptly and to a high standard.
Provide feedback to product teams based on recurring issues to help drive continuous product improvement.
Ensure operational readiness by coordinating with relevant departments for system updates and improvements.
Reporting & Process Optimization:
Maintain accurate records of support requests, tracking resolution times and outcomes.
Produce regular reports on ticket status and operational metrics for management review.
Continuously improve operational processes to enhance efficiency and customer satisfaction.
Required Competencies: Solid understanding of fintech or SaaS solutions, with the ability to communicate technical issues clearly to both customers and internal teams. Ability to communicate technical information clearly and effectively, both internally and externally. Strong organizational skills to manage multiple requests and tickets efficiently. Key Performance Indicators (KPIs): Specific ticket resolution times: Prioritize high-priority tickets with 24-hour resolution, and normal tickets within 72 hours. Customer Satisfaction (CSAT): Maintain high satisfaction scores by providing quick and effective operational support. Operational Efficiency: Improve internal processes to reduce resolution times and increase overall operational efficiency. Qualifications: Bachelor’s degree in IT, Business, or related fields. 2+ years of experience in operations, technical support, or a related role in a fintech or SaaS environment. Strong understanding of customer support tools and ticketing systems. Excellent organizational and communication skills.