Job Description
Pay By Group helps the world’s consumers and merchants transact more easily. Our primary product offering is a checkout option that allows people to pay a merchant together for a shared purchase, expense, or cost. We work with global merchants in a variety of verticals from travel to ecommerce. Our clients include brands like TripAdvisor, Red Lion Hotels, and others. We have a separate and distinct product in the healthcare space, where our clients include the largest healthcare company in the United States. Our products are seen and used by millions.
Our mission at Pay By Group is to bring people together. Today, Pay By Group is active on merchant sites across the Americas, Europe, and Oceania. We have built a reputation for customer service excellence and intend to maintain that trust with both consumers and merchants alike.
We plan to grow aggressively in 2019. If you have a positive, proactive, startup mentality, and are interested in joining a business at the forefront of the payments industry, we encourage you to apply today.
Responsibilities
- Solve, manage, and prioritize customer problems
- Answer inbound customer support phone calls from 8 am to 7 pm Central European Standard Time
- Make outbound follow-up calls when necessary
- Think on your feet and solve issues in real-time
- Proactively monitor system bugs and evaluate their severity
- Identify and escalate high-priority issues
- List steps for product / development team replicate identified issues
- Write articles for the FAQ database
- Track customer feedback and pass on common problems to the product team
- Build and maintain strong working relationships with merchant clients
- Test the product / hunt for bugs (QA)
Requirements
- Customer support experience
- Written and spoken language skills in English + French
- Self-driven (requires little oversight and management to get the job done)
- Exceptional written and verbal communication skills
- Strong interpersonal skills
- High emotional IQ
- Patience!
- Must communicate customer issues effectively with several different teams – specifically Sales, Product, and Engineering
- Must be able to think strategically and identify the root cause of a customer issue, even when they can only tell you about certain components of the problem
- Access to strong, stable WiFi connection for VOIP calls
- Computer and headset
- A quiet work environment
Bonus
Experience working as a luxury hotel concierge or front desk manager
Pay By Group is committed to diversity in its workforce and is proud to be an equal opportunity employer. Pay By Group does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Pay By Group will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco’s Fair Chance Ordinance and similar local laws.
