Customer Support Specialist

About the role

This is a foundational role in a rapidly scaling business that will offer immense career opportunities to evolve and step up. You’ll be a vital part of Archa’s success by onboarding customers, solving their challenges, and feeding their insights back into a fast-moving fintech that's changing how businesses spend.

What You’ll Do

• Help customers with onboarding, customer success, account management, and general enquiries.
• Deliver an exceptional customer experience through digital and phone channels.
• Respond to a wide range of queries while reflecting company values and demonstrating a commitment to exceptional service.
• Identify, document, and take ownership of customers’ issues, seeing problems through to resolution and escalating feature requests.
• Act as the voice of customers inside the business to ensure their issues are resolved promptly.
• Build on and improve operational processes and procedures, and be a key stakeholder in developing technical solutions to improve efficiency.
• Work in a small, close-knit customer support and operations team while being exposed to all areas of the business.

What We’re Looking For

• Passionate, conversational candidates who are comfortable building relationships quickly.
• Experience in customer support or service industry roles is preferred.
• A passion for driving exceptional customer experiences and taking pride in excelling in your role.
• Soft skills to engage with customers over both phone and email, asking questions and offering solutions.
• Proven experience working in a task and deadline-driven environment, managing competing priorities, and communicating with other teams clearly and effectively.
• Tech-savviness and an interest in fintech and tech generally.
• The ability to efficiently work across different platforms and systems—being a fast learner is a must.
• Resourcefulness and the ability to work with minimal resources when needed, supporting others to do the same.
• A thinker and doer who can wear multiple hats and adapt easily as the company continues to grow.