We are building ethical technology to break the vicious circle of everyday financial stress for 150M Europeans.
In 2020 we launched the first free cash advance of €100, offering an alternative to expensive overdrafts. By 2022, when we paused our operations following a regulatory change, we had gathered 1.2 million registered users to whom we had granted more than 1 million cash advances totaling €61 million.
Last year, with the trust and support of our community, we returned with an even more powerful product: an account, a debit card, tools to control your finances and no hidden fees.
Job description :
We are looking for a User Success Officer to join our team in Barcelona.
As User Success Officer, you will serve as the frontline ambassador of our incredible product. You will take ownership of all user (customer) requests and resolve them while generating exceptional user satisfaction. You will be the voice of our users in the company and will work closely with the Product, Marketing and Engineering teams to create the best user experience in the industry.
Tasks
Working in a collaborative and fast paced environment, you will be involved in the following tasks:
- Deliver high-quality personalised support across multiple contact channels (email, chat, phone…).
- Respond to user inquiries with empathy and resolve issues promptly and professionally.
- Handle multiple requests in parallel with the same level of quality and satisfaction.
- Provide accurate and timely information about our products and services.
- Assist users in navigating our app and website and using our products and services.
- Build loyalty among new users and get our early adopters to fall in love with us.
- Maintain a high level of product and service knowledge to effectively address user needs.
- Document user interactions and feedback to constantly improve processes and product offerings.
- Work closely with internal teams to escalate and resolve complex issues.
- Strive to meet or exceed user satisfaction goals.
Requirements
- Excellent written and verbal native French communication skills.
- Good written and verbal English communication skills.
- Proven customer support/user success experience.
- User obsession.
- Strong problem-solving and decision-making abilities.
- Outcome-oriented mindset with the ability to research and investigate efficiently, sometimes from a technical angle.
- Ability to remain calm and composed in challenging situations.
- Ability and confidence to challenge existing ways of working.
- Proficiency in using CRM/customer service software. Zendesk experience is a plus.
- Flexible schedule to follow the French calendar’s bank holidays.
- Great team player as well as autonomous in execution.
Benefits
- Competitive salary based on your competences.
- Possibility of partial remote work.
- Flexible 25 day holidays.
- Healthcare insurance.
- Ticket restaurant.
- Opportunities for career growth.
- Fun and collaborative work environment.
Why join us
- Ambitious, humble and experienced startup team looking to genuinely help people.
- Open-minded culture that appreciates differences.
- Feedback driven, supportive & curious team with do-it-yourself mindset.
- Company that seizes every opportunity to celebrate success.
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Última actualización el 26 abr 2024