Fresh Prints - Customer Support Representative - Banking & Fintech Support
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Requirements
• 1+ year of experience in a customer support, customer service, or client-facing role, preferably within SaaS, fintech, or cannabis-related industries. • Excellent written and verbal communication skills with the ability to handle customer interactions professionally and empathetically. • Experience using CRM and support tools such as Salesforce, Zendesk, HubSpot, or similar platforms is highly desirable. • Strong problem-solving and troubleshooting abilities with keen attention to detail. • Ability to quickly learn and explain LeafLink’s product offerings and platform functionality. • Highly organized with the ability to manage multiple customer inquiries and priorities in a fast-paced environment. • Self-motivated team player with a customer-first mindset and passion for delivering exceptional support. • Experience supporting banking or financial services products for cannabis businesses is a plus.
Responsibilities
• Customer Support: Respond to customer inquiries via phone, email, chat, and ticketing systems, providing timely and professional assistance. • Customer Support: • Issue Resolution: Troubleshoot and resolve customer concerns related to LeafLink’s financial products, retail operations software, inventory management tools, and platform functionality. • Issue Resolution: • Customer Education: Guide customers on product features, best practices, and workflows to help maximize the value of LeafLink’s solutions. • Customer Education: • Case Management: Accurately document customer interactions, issues, and resolutions within CRM and support platforms to ensure proper tracking and follow-up. • Case Management: • Collaboration: Work closely with internal teams including Sales, Account Management, Product, and Operations to escalate issues and ensure a seamless customer experience. • Collaboration: • Platform Support: Assist customers with onboarding, account setup, payment-related inquiries, and navigation of LeafLink’s platform and fintech tools. • Platform Support: • Process Improvement: Identify recurring customer concerns and provide feedback to internal teams to help improve products, processes, and customer experience. • Process Improvement: • Performance Metrics: Consistently meet or exceed support KPIs such as response time, resolution time, customer satisfaction, and ticket handling goals. • Performance Metrics:
Benefits
• Competitive compensation of $800 to $900 per month depending on the level of experience. • Learning opportunities • Working in a great culture dedicated to building a business together • Additional Details • Additional Details • 8 AM to 5 PM Eastern Standard Time (US) • Only for candidates based in India
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