- Where
- Sunnyvale, CA, United States
- Level
- Mid
Location: Sunnyvale
Employment Type: contract
About the Role
Our client, a global merchant payments and digital services provider, is looking for a customer-focused specialist for its Merchant Services & Support team. You’ll be the main point of contact for merchant clients: resolving their questions quickly, solving complex issues with internal teams, and building lasting client relationships.
What You’ll Do
Client support: Answer merchant questions by phone, email, and live chat with accurate information and timely resolutions, staying professional and empathetic throughout
Complaint resolution: Investigate and follow up on complaints, work with internal teams to find solutions, escalate critical issues, and keep clients updated
Voice of the customer: Collect and analyze client feedback and pain points, and share insights and improvement ideas with senior management
Client experience: Help design initiatives that raise satisfaction and loyalty, such as personalized engagement, educational resources, and process improvements, and anticipate client needs before they become problems
What We’re Looking For
1+ year of client servicing or account management experience, ideally in payments, banking, or e-commerce marketplaces
Understanding of payment processing, online marketplaces, and the regulations around them
Results-driven and customer-focused, committed to exceeding expectations
Excellent written and spoken English, able to explain complex topics simply
Mandarin Chinese (spoken and written) highly desirable
Adaptable, eager to learn, and proactive about solving problems
Bachelor’s degree in Business Administration, Finance, Marketing, or a related field