Customer Support Officer - Chargebacks

Job description

We are building our Customer Support team, one of the most crucial parts of any business - and even more so when, like us, you put people at the center of everything. As our Customer Support Officer with Chargeback experience, you will provide support directly to our customers and also assist other services with customer related inquiries. Ideally, you should enjoy dealing with customers and finding solutions to their problems, while being an outstanding team player with your squad.

We have office spaces in Stockholm and Kalmar (Sweden) and in Gdynia (Poland) but it is not a requirement for you to live close to any of the offices as the work can be carried out remotely. We value your skills over your location!

This is a chance to join the banking revolution in a fun, fast-growing but demanding young company.

Main responsibilities

  • Communicate with and provide outstanding support to customers via our web-based live chat and ticketing system

  • Handling and prioritizing support requests from customers and internal escalations

  • Analyse transaction inquiries, chargebacks or card related questions

  • Collaborate and work closely with the backend engineers & product teams to resolve problems, communicate improvements and act as the voice of our customers

  • Participate in documenting our processes

Job requirements

  • Up to date experience of processing chargebacks (from an issuing and/or acquiring perspective, preferably more than 1 year)

  • Experience of Customer support from a bank or financial institution (preferably more than 1 year)

  • Understanding of transaction flows (SEPA/SWIFT/cards)

  • Customer-focus with ability to identify and assess root issues and resolve to customer's satisfaction or escalate as appropriate

  • Strong communication and an excellent service-minded skillset

  • Comfortable working in a fast-paced, start-up environment

  • Genuine interest in banking and Fintech

  • Fluency in English