Customer Support Specialist, Acquired

• Bachelor's degree or equivalent in Business, Finance, Economics, Technology, or a related field
• 1-2 years’ experience in an operations or customer support role, in the eCommerce Digital Payments, Fintech industry would be an advantage
• Exceptional written, verbal, and interpersonal communication skills, with the ability to influence at all levels
• Ability to collaborate effectively with cross-functional teams, including Technology, Product and Commercial
• Strong project management skills with the ability to prioritise and manage multiple tasks and streams of work simultaneously
• Proactive and self-motivated, you thrive in fast-paced environments, unflappable in the face of change

• As a Customer Support Specialist, you will report into the Head of Account Management and play a key role in providing great insight into how Acquired works with our merchants
• This role also offers an exciting pathway for career progression within the business as Acquired continues to grow
• You are responsible for providing an exceptional level of customer support, acting as a main point of contact for all inbound support tickets supporting new and existing customers and internal teams
• You will work closely with our account managers and will manage a portfolio of 10 to 15 of our top customer support accounts and be responsible for a revenue and upselling target
• You will be adaptable, resilient and become a champion for our customers
• Due to the nature of the role and our business, the expectation will be for this role to operate outside of normal working hours to best support our customers
• You will be required to work a rotating and flexible shift pattern and will be required to cover 24 hours, 7 days a week
• Further details of this working pattern will be discussed with you during the interview process
• Sufficient notice would be provided with 30/90 days notice of any substantial change in working patterns
• Customer Support: Serve as the main point of contact for all inbound support tickets, via phone and ticketing system from both new and existing customers and internal teams
• Addressing queries, resolving issues and providing guidance
• Resolution Centre: Manage email ticketing queues and ensure service SLAs continue to meet excellent customer outcomes
• Proactively identify, troubleshoot, and resolve technical and operational issues, minimising impact
• Confidently handle and resolve matters independently where appropriate, and escalate to the Head of Account Management when necessary
• Account Management: Proactively manage a portfolio of circa 10-15 top Customer Support accounts, developing strong relationships to ensure long-term retention and satisfaction
• Upselling & Cross-Selling: Identify opportunities for upselling and cross-selling additional payment solutions, own an upsell target and be accountable for growing the portfolio
• Revenue Growth: Stay close to client revenue and transaction volumes, ensuring a deep understanding of their payment trends
• Monitor revenue performance and proactively identify any reductions in volumes, understanding and addressing the reasons behind them
• Develop a strong understanding of merchant growth plans and align our solutions to support their expansion
• Forecast revenues and own a revenue target, ensuring proactive engagement to hit our commercial goals
• Lead commercial discussions and negotiations with Customer Support clients to ensure mutually beneficial agreements
• Stakeholder Engagement and Collaboration: Maintain strong relationships with our clients and work closely with internal teams including technical integrations, product, commercial and finance to deliver exceptional service levels
• Liaise with our 3rd party providers including our banking and card-acquiring partners to resolve customer queries, promptly and efficiently
• Product Expertise and Training: Develop a deep understanding of our product, services, and technology
• Act as a customer champion and share expertise, insights, new features, updates and industry best practices to new and existing clients
• Provide ad-hoc training to customers on aspects of our systems and platforms
• Operational Excellence & Functional Delivery: Adaptable, resilient and responsive to other ad-hoc duties as they arise

Total funding: $5.4m

Acquired.com makes it easier for businesses to set up, integrate and optimise payment and banking processes on their own tech stacks. The company is a part of Quint Group, which operates a number of fast-growth fintech businesses globally, including Monevo and MoneyGuru.