What you’ll work on:

• Engage with customers to resolve issues that come through as support tickets to our team
• Craft well-written, tailored communications to help customers resolve their issues
• Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems
• Serve as a trusted advisor with an open, caring and approachable style of working
• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities.
• Responsible for validating and completing escalation requests
• Handle customer calls for escalation requests
• Involve in Incident Management to triage and communicate customer impact
• Proactively identify opportunities to develop solutions that help the team achieve our goals
• Developing and maintaining operational processes through documentation updates and cross-training
• Provide coverage through “on-call” shifts as needed to support our global support model
• Active participation and contribution to department OKRs
• Meet defined Service Level Agreements, Objectives and Key Results. 
• Are you interested in this position?

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