Senior Customer Care Specialist
4 days ago
Senior Customer Care Specialist
About us
Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid and credit transactions annually, supporting consumer and corporation FinTechs, digital banks and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable and scalable technology.
Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.
About the Senior Customer Care Specialist role
We are seeking a Senior Customer Care Specialist to be responsible for ensuring Thredd’s customers benefit from the highest level of customer support as well as providing expertise in their extensive use of our platform and services.
What you will be doing as a Senior Customer Care Specialist
Customer and Client Centricity
Being a key point of contact for all Thredd customers
Having a detailed understanding of customer businesses (products, customer journeys and volumes) and needs
Providing end to end ownership of client requests to successful and timely resolutions
Data & Reporting
Providing analysis on card and transaction data
Quality & Controls
Understanding, following and adhering to defined incident management procedures and communication plans
Appropriately escalating potential issues as per defined processes, providing the required information needed to investigate thoroughly
Leadership
Creating learning opportunities to enable team member performance and development
Building bridges between departments especially within Implementations, Account Management, Application Support and Product
Identifying and delivering continuous improvement, engaging the team and managing challenges positively
What you will bring to the Senior Customer Care Specialist position
Experience working in a B2B and customer facing service role
Experience working in payments and/or the wider financial services industry
Fluent in both Mandarin and English
Strong stakeholder management and experience working with high-level stakeholders such as Heads and C-Suite
Experience working in a fast-paced environment where customer service is time critical and has a direct effect on the bottom line
The ability to manage, lead and mentor
Experience with JIRA and Confluence
Experience with SOAP or Postman would be desirable
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