Customer Service Executive (Remote) - Digital Support Operations
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Key skills for this role
About the Role
This role involves managing customer interactions, providing issue resolution, collaborating with teams, and delivering insights while ensuring compliance and customer satisfact.
Key Skills for This Role
Responsibilities
- Manage high volume inbound customer interactions via live chat and digital support platforms
- Provide end to end issue resolution for cardholder concerns
- Demonstrate complete ownership of customer cases from first contact to final resolution
- Collaborate with internal stakeholders across departments to identify root causes and deliver solutions
- Escalate complex, high risk, or sensitive issues per protocols
- Support outbound customer communication initiatives
- Meet or exceed KPIs related to customer satisfaction, resolution time, quality assurance, and productivity
- Capture, analyze, and report voice of customer insights and feedback trends
- Prepare daily, weekly, and monthly operational reports for leadership
- Maintain compliance with internal policies, data security standards, and regulatory requirements
Requirements
- Customer obsessed and tech savvy
- Detail oriented and growth focused
- Entrepreneurial mindset with strong sense of ownership
- Ability to thrive in ambiguity and adapt quickly
- Experience in high volume customer support
Full Job Posting
About the Role
- High visibility, high impact remote role to build, scale, and optimize customer experience frameworks from the ground up.
- Serve as a critical frontline ambassador for the brand, acting as primary point of contact for cardholders.
- Opportunity to work cross functionally with operations, product, compliance, risk, and engineering teams.
Key Responsibilities
- Managing high volume inbound customer interactions via live chat and digital support platforms.
- Providing end to end issue resolution for cardholder concerns.
- Demonstrating complete ownership of customer cases from first contact to final resolution.
- Collaborating with internal stakeholders across multiple departments to identify root causes and deliver long term solutions.
- Escalating complex, high risk, or sensitive issues in accordance with established protocols.
- Supporting outbound customer communication initiatives, including follow up calls and outreach campaigns.
- Consistently meeting or exceeding KPIs related to customer satisfaction, resolution time, quality assurance, and productivity.
- Capturing, analyzing, and reporting voice of customer insights and feedback trends.
- Preparing daily, weekly, and monthly operational reports for leadership.
- Maintaining compliance with internal policies, data security standards, and regulatory requirements.
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