Customer Support Junior FR/ENG

Mangopay is a wallet-based payment infrastructure built specifically for organisations with complex, multi-party fund flows. A pioneer in multi-party payments.

Our solution optimises fund flows on behalf of the organisations we work with using wallets as programmable, composable building blocks.

Mangopay’s regulated platform collects payments, secures transactions and holds funds, splits money between the various parties in the funds flow, and ultimately manages the payout to service providers, sellers, and consumers.

Platforms and fintechs using Mangopay regain control and transparency over multi-party payment flows, generate additional revenue, and improve operational efficiency. They can stay compliant while innovating and scaling.

Our team of 300+ people is spread across offices in Madrid, Paris, Warsaw, Berlin, Luxembourg and London. We're looking for talented individuals to join us in tackling the exciting challenges ahead.

At Mangopay, you’ll be part of a supportive, diverse team committed to building scalable solutions and driving change in the fintech space!

Job Description:As a fast growing FinTech company, our customer pool grows as well, thus, we are looking for a Customer Support Specialist to accomplish this mission within the dynamic Customer Support Teambased in Paris.

Responsibilities:

• Provide Top-Notch Customer Support via telephone, web-form, email and chat
• Respond to customer compliance, finance, fraud, technical and commercial inquiries and more
• Troubleshoot varying degrees of different problems
• Organize, plan, and prioritize workload, and complete other assigned special projects as needed
• Educate customer on the use of our API and product
• Accurately document and update records in required systems
• Build customer loyalty through exceptional customer service
• Contribute ideas on ways to improve products and services
• Maintain performance objectives such as Key Performance Indicators (SLA, response time, satisfaction rate, etc.)
• Perform additional duties within the department as needed

Qualifications:

• Strong Customer service experience
• Excellent level (both verbal and written) in English and French is required
• You have a thorough understanding of how a REST API works
• Knowledge of Salesforce
• A previous work experience with confidential customer account information is appreciated
• Striving to learn as you will assist customers with inquiries on a wide range of subjects for which you will need to show expertise
• Passion for helping others - going above and beyond for our customers
• Exceeding customer satisfaction, efficiency metrics, and issue resolution targets
• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
• Being flexible/adaptable
• Continuously looking for areas of improvement
• Ability to multi-task with ease, effectively prioritize tasks and be a self-starter
• Ability to work under pressure / Time management skills
• Speaking an additional language (German, Italian, ...) will be a considered as an asset

Recruitment process :

• HR Call

• Interview with team manager

• Interview with head of department

• Offer