Customer Support Executive, Circit
More information about location
Financial audit management platform
Open for applications
Financial audit management platform
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To verify the trusted source in every business transaction.
Role
Who you are
- This role requires strong communication skills, a solid understanding of SAAS platforms and a passion for helping customers success
- You must be ready to work in a fast paced, high growth environment, with a large amount of flexibility required
- Bachelors Degree or equivalent
- 2+ years of experience in customer support, preferably in the fintech or audit industry
- Experience supporting a SAAS platform
- Excellent verbal and written communication skills
- Ability to troubleshoot and solve technical problems
- Proficiency in using customer support software and tools (Intercom a plus)
- Strong organizational and multitasking skills
- Ability to work independently and as part of a team
- High level of empathy and customer service orientation
- An interest or experience in Fintech/Financial Services would be a bonus
- We are looking for candidates that are extremely detail oriented, can work in a fast-paced environment with a high sense of urgency, and are quick learners and technically savvy
What the job involves
- We are looking for a dedicated and detail-oriented Customer Support Executive to support our US customer base and be part of our global team.
- The ideal candidate will be responsible for managing customer inquiries and providing outstanding support related to our audit platform.
- Customer support
- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner
- Provide accurate information about the platform features, functionality, and troubleshooting steps
- Assist customers in navigating and using the platform effectively
- Resolve customer complaints and issues efficiently, escalating to higher-level support when necessary
- Technical Assistance:
- Troubleshoot technical problems and guide customers through resolutions
- Collaborate with the technical team to address and resolve complex technical issues
- Maintain up-to-date knowledge of the audit platform, including new features and updates
- Customer Education:
- Conduct product demonstrations and training sessions for customers
- Create and update support documentation, FAQs, and guides to enhance customer self-service capabilities
- Gather customer feedback and provide insights to the product development team for continuous improvement
- Relationship Management:
- Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty
- Proactively follow up with customers to ensure their issues are resolved and they are satisfied with the platform
- Reporting and Analysis:
- Track and document customer interactions, issues, and resolutions in the customer support system
- Analyze support data to identify trends and areas for improvement
- Prepare regular reports on customer support metrics and performance
- Team support
- You will be part of the US team and support that team in their efforts to grow the US business, for example attend client calls, identify US specific issues and opportunities within the platform, assist with research projects
- You will also feed into the global support team based in Dublin. You will follow centralised processes, and support the central operational function in building out customer documentation, providing cover for European customer queries
Our take
Circit is an Irish fintech company providing auditors with a platform to verify company assets and liabilities in real-time. The first of its kind to be directly regulated for open banking under the PSD2 regulation, Circit is removing the traditional paper process and creating a more efficient and time-saving audit process that reduces the possible risk of corporate fraud in the global market.
Providing a platform for customers with several features, as well as offering an integrated workflow system, Circit is trusted in over 100,000 audits to make managing confirmation requests easier.
After gaining significant traction in the Irish market at an early stage, the company has since expanded its offerings to the UK and US markets, with plans to further develop its product. A promising fintech, Circit is addressing a great pain point in the audit process and has the potential to save its customers and their clientele time and resources, for a better future of auditing.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
May 2022
$7.1m
SERIES A
Jul 2020
$1.2m
SEED
Total funding: $8.3m
Company HQ
Dublin Docklands, Dublin, Ireland
Leadership
David Heath
(CEO)Previously worked as a Consultant/Audit Manager at Somers Murphy & Earl and as the Head of Finance and Operations at OCRex.
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