By Trust Payments Jan 31, 2022

Job Title:  Customer Success Executive
 
Intro
 
Most of Trust Payments are still working from home at present but we are starting to return to our Covid secure offices on a flexible basis. It’s great to see some old faces, and many new ones. Whilst the last 18 months have been a tough time for everyone personally, we’ve adapted our strategy and continued our impressive growth. In that timeframe we’ve hired and integrated close to 150 new starters and grown our revenues significantly as a business.
 
We have adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start. Trust Payments was recently recognised for its accomplishments in employee engagement and is now considered one of the UK’s “Best Companies to Work having been awarded a 1* star rating indicating very good levels of workplace engagement.” Winning accolades in three other categories include being One of Financial Services top 30 companies, one of London’s top 75 large companies, and one of Wales top 30 companies to work for.
 
About Us:
 
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading Fintech Payments group. The company has undertaken a major culture reset and now operates as a fast-paced inclusive organisation with talented people at it’s very heart. In 2019 the business expanded it’s product offering from Gateway and Acquiring to POS and Mobile Loyalty, creating true omnichannel processing capabilities and now provides over 30 unique products to merchants of all sizes. Business revenue has grown significantly in the last 2 years and as such we are expanding into even more products, markets and geographies and are hiring people at all levels.
 
Main purpose of the job:
 
The Support Team consists of 1st and 2nd line support and acts as the first point of contact to Merchants who have queries on the platform. It’s responsible for reactively resolving 1st and 2nd line issues received through live chat, email, and phone. Additionally, the team is responsible for handling administrative tasks such as account administration and billing.
 
Bringing Merchant queries to resolution through support and, where needed, investigation or escalation to the relevant teams. As part of the Support Team, the Customer Success Executive will provide reactive support, practise excellent customer service at all times and proactively assist Merchants where needed.
 
Duties and responsibilities:
 
•   Responding to merchant support requests via chat, email, and phone
•   Record actions, comments and details in our chat tool as needed
•   Escalate inquiries to 2nd or 3rd Line support as needed
•   Assist merchants with using the Stor Platform
•   Update our knowledge base with helpful articles to assist merchant self-service
•   Manage merchant accounts as needed
•   Update ClickUp/Pivotal tracker with feature requests/bugs respectively
•   Liaise with TrustPayment Support Technical and Service support desks for Payment related issues
•   Tracking ongoing merchant tickets and following up with the merchant as needed
•   Liaise with Engineering as needed.
•   Contribute to Team and Company meetings as required
•   Update Customer Success Team Lead on support issues and request assistance where needed
•   Take on ad hoc tasks when required
•   Comply with all legislation and codes of practice appropriate to the role
•   Comply with the Health and Safety at Work Act and relevant directives in all activities
•   Compliance on all relevant aspects of Data Protection as appropriate to the role
 
Experience and Qualifications:
 
•   eCommerce experience or running a business
•  Responding to merchant queries in a timely manner with patience and empathy
•   Acting as an informal business coach for merchants to help them continue to improve and grow their business
•   Offer needs-based solutions, not pushy sales
•   Ensure privacy and security practices are followed at all times
•   Ability to work accurately in a fast-paced, rapidly changing environment
•   Excellent communication skills both written and verbal
•   A good working knowledge of eCommerce tools and best practices is an advantage for example marketing, SEO, Web Design, Google Analytics, etc
•   Any experience or interest in marketing, retail or sales.
•   Any experience in SEO, PPC, or similar
•   Willingness and commitment to ongoing growth and learning
 
Benefits (subject to local office benefits policy):
 
•   Opportunity to be part of a rapidly scaling and market leading Fintech business.
•   Flexible homeworking
•   Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health      first aiders
•   Family friendly enhanced benefits/policies
•   Pension, Healthcare, Life Assurance
•   Social events and team building
•   Celebrations

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.

By Trust Payments Jan 31, 2022

Job Title:  Customer Success Executive
 
Intro
 
Most of Trust Payments are still working from home at present but we are starting to return to our Covid secure offices on a flexible basis. It’s great to see some old faces, and many new ones. Whilst the last 18 months have been a tough time for everyone personally, we’ve adapted our strategy and continued our impressive growth. In that timeframe we’ve hired and integrated close to 150 new starters and grown our revenues significantly as a business.
 
We have adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start. Trust Payments was recently recognised for its accomplishments in employee engagement and is now considered one of the UK’s “Best Companies to Work having been awarded a 1* star rating indicating very good levels of workplace engagement.” Winning accolades in three other categories include being One of Financial Services top 30 companies, one of London’s top 75 large companies, and one of Wales top 30 companies to work for.
 
About Us:
 
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading Fintech Payments group. The company has undertaken a major culture reset and now operates as a fast-paced inclusive organisation with talented people at it’s very heart. In 2019 the business expanded it’s product offering from Gateway and Acquiring to POS and Mobile Loyalty, creating true omnichannel processing capabilities and now provides over 30 unique products to merchants of all sizes. Business revenue has grown significantly in the last 2 years and as such we are expanding into even more products, markets and geographies and are hiring people at all levels.
 
Main purpose of the job:
 
The Support Team consists of 1st and 2nd line support and acts as the first point of contact to Merchants who have queries on the platform. It’s responsible for reactively resolving 1st and 2nd line issues received through live chat, email, and phone. Additionally, the team is responsible for handling administrative tasks such as account administration and billing.
 
Bringing Merchant queries to resolution through support and, where needed, investigation or escalation to the relevant teams. As part of the Support Team, the Customer Success Executive will provide reactive support, practise excellent customer service at all times and proactively assist Merchants where needed.
 
Duties and responsibilities:
 
•   Responding to merchant support requests via chat, email, and phone
•   Record actions, comments and details in our chat tool as needed
•   Escalate inquiries to 2nd or 3rd Line support as needed
•   Assist merchants with using the Stor Platform
•   Update our knowledge base with helpful articles to assist merchant self-service
•   Manage merchant accounts as needed
•   Update ClickUp/Pivotal tracker with feature requests/bugs respectively
•   Liaise with TrustPayment Support Technical and Service support desks for Payment related issues
•   Tracking ongoing merchant tickets and following up with the merchant as needed
•   Liaise with Engineering as needed.
•   Contribute to Team and Company meetings as required
•   Update Customer Success Team Lead on support issues and request assistance where needed
•   Take on ad hoc tasks when required
•   Comply with all legislation and codes of practice appropriate to the role
•   Comply with the Health and Safety at Work Act and relevant directives in all activities
•   Compliance on all relevant aspects of Data Protection as appropriate to the role
 
Experience and Qualifications:
 
•   eCommerce experience or running a business
•  Responding to merchant queries in a timely manner with patience and empathy
•   Acting as an informal business coach for merchants to help them continue to improve and grow their business
•   Offer needs-based solutions, not pushy sales
•   Ensure privacy and security practices are followed at all times
•   Ability to work accurately in a fast-paced, rapidly changing environment
•   Excellent communication skills both written and verbal
•   A good working knowledge of eCommerce tools and best practices is an advantage for example marketing, SEO, Web Design, Google Analytics, etc
•   Any experience or interest in marketing, retail or sales.
•   Any experience in SEO, PPC, or similar
•   Willingness and commitment to ongoing growth and learning
 
Benefits (subject to local office benefits policy):
 
•   Opportunity to be part of a rapidly scaling and market leading Fintech business.
•   Flexible homeworking
•   Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health      first aiders
•   Family friendly enhanced benefits/policies
•   Pension, Healthcare, Life Assurance
•   Social events and team building
•   Celebrations

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.

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