Customer Experience Specialist

We’re Juni. Born on the West Coast (of Sweden). Built for flexible working. And busy building a future where digital commerce is free from financial barriers. Want to be a part of it all?

Juni gives online businesses the tools they need to save time, scale up and succeed. Our platform helps financial leaders take control of their cash flow, make better decisions and unlock the full potential of digital commerce. We even offer working capital to help them achieve their goals and dream up new ones. And that’s just for starters.

We give our people the same thing we’re building for our customers: freedom. Freedom to be 100% yourself. Freedom to explore your potential and what’s more – make the most of it. We truly believe we’re making the world a better place for online businesses, and we want you to be a part of that mission.

In this role, you’ll:

• Take a proactive approach on customer service items and problem-solving whilst providing exceptional customer care

• Swiftly respond to all inbound customer queries via chat and support inbox, ensuring queries are resolved in a timely manner whilst maintaining a low chat response time and ticket resolution time

• Proactively troubleshoot and escalate customer issues to relevant departments where appropriate to ensure all support tickets are dealt with promptly

• Ensure complaints are handled and responded to within the timeframes and guidelines provided by the regulators both in UK and EEA

• Handle chargebacks and merchant disputes in a timely and professional manner with Mastercard on behalf of customers; confidently manage all processes related to fraud chargebacks and merchant disputes with Mastercard

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards - outlined in the Code of Conduct and mandatory training

• Ensure vulnerable customers are identified and supported appropriately. Be able to handle sensitive issues and messages efficiently to best support our customers

• Deep collaboration with other departments (e.g. Underwriting, Onboarding and FinCrime) to successfully execute on all outbound requests to customers via email or telephone within the given SLA

• Collaborating cross-functionally with various teams (e.g. Sales, Legal, Engineering, Integration, Support) to ensure a first-class customer experience

• Deep understanding of the intricacies of our products, services and the wider industry

• Proactively share ideas and feedback on local trends including competitor insights, customer needs and feedback, sales, product, and marketing information

• Suggest new ideas or improvements to support materials (FAQ and knowledge base)

• Always striving to create excellent customer satisfaction and positively influence CSAT and CES scores

• Slack

• G-suite

• Salesforce

• Intercom

• Linear

What we need to see

• 2+ years experience in a Customer Experience/Service/Support role in Banking, FinTech and/or Payments industries

• Deep knowledge of the regulatory landscape within which we operate

• Familiar with the timeframes, guidelines and escalations related to handling Complaints and disputes resolution in both in the UK and EEA

• Familiar with fraud chargebacks and merchant disputes processes on Mastercard and/or VISA

• Good knowledge of todays major e-commerce and payments technologies, players, and major up-and-coming trends

• Knowledge of Google ads, Facebook ads, dropshipping, Ecommerce and Affiliate Marketing

• Effective communicator with the ability to explain technical concepts in laymans terms

• Always striving to go the extra mile to deliver exceptional customer service

• Keen problem solver who doesn’t shy away from resolving issues

• Advocate for customers internally - you are a bridge between commercial and product

• Have outstanding analytical skills, are commercial and financial savvy

• Dynamic approach, adapting to changing requirements with the ability to manage multiple tasks concurrently

• Native or Business-level fluency in both Swedish and English

What you will need to succeed

• A positive mindset with a focus on finding solutions and a willingness to do whatever it takes to deliver results

• Grit and resilience with the ability to stay calm under pressure, you must be someone who thrives in a dynamic environment

• A highly collaborative team player, you will excel at building cross-functional relationships

We practice people-first culture. We’re real. We never wait. We care deeply about building a better future for our customers and each other. Here, you can work with people at the top of their game and who didn’t get there by playing games. You can help us create a whole new category in financial services.

We’re freedom-first. Transparent. Caring. Empowering. So our benefits are too.

• We work hybrid. Well see you in one of our offices at least two days per week.

• Swap 2D for 3D. Meet all Junis IRL at the company onsite each year.

• Diversity is at our core. Were part Swedish. Part Canadian. Part French. Part Indian. Part Italian. Part British. Part Portuguese. You get the idea.

• Great players can stay great players. Progress your career whether you choose to manage people or not.

• Stock options. We can’t promise you’ll make a fortune. But we’ll give it our very best shot.

• Vacation days. 30 days contractually. Unlimited in policy. Awesome.

• Global health insurance. You know. Just in case. Therapy & massage included.

• Get sick? No stress. Feel better with unlimited paid sick leave.

CV screening > Get to know us call > Team interview(s) > Values interview > Offer (for some roles we’ll include a task, but we’ll notify you if this is the case)