Customer Support Agent

To maintain high service standards and make sure we provide top-notch merchant support, we’re in search of a Customer Support Agent to join our Customer Support team. The scope for the role includes, but is not limited to, handling tickets from our merchants (i.e. our customers) as well as end users with different questions they have, for example regarding a specific transaction or their account. Additionally, you will work with back office tasks such as investigating transactions, performing payouts etc. You will work closely with the Product team, Engineering team, AML team, Sales and Finance. Apart from supporting customers you will support internally by participating in sales meetings with prospective merchants to learn what kind of support they are expecting to get. The ideal candidate will have excellent communication skills and a friendly, empathetic attitude, taking pleasure in resolving issues and ensuring customer satisfaction.

We are looking for a curious and service minded colleague who wants to be a part of our cool journey and grow with us. Are you a team player and an analytic person that likes to go to the bottom with problems? Are you also an easy learner and someone who genuinely enjoys helping customers and thrives on delivering exceptional service? Then we are looking forward to hearing from you!

This is what you’ll do:
Handling tickets from our merchants, like what happened with a specific payment, mostly via email and WhatsApp

Checking and matching payments

Working on the team projects to improve customer experience

Work with such software as Freshdesk, Jira and ADRA

Handling fraud cases

Correcting payments

Escalating and highlighting issues to the tech team and other teams

This is what you’re good at

Excel

Resolving customer issues and improving their overall experience with our products/services

Maintaining a positive, empathetic, and professional attitude towards customers at all times

Handling tickets and payments in a support function

Seeing the bigger picture of the workflow and development of processes

Identifying particular things, eye for details

Enjoy providing first-class service both internally and externally

Fluent in English (Swedish or Brazilian Portuguese is a plus)

Hold a Swedish Bank ID

At least 3 years of experience in a support function

Able and willing to work outside office hours

Experience in catching and handling fraud cases and B2B support is a big plus

VAYCAY MODE – Vacation and time off is important

CELEBRATING YOU – Choose your special days off

TREAT YOURSELF – Annual wellness benefit and EAP

PENSION – We provide pension contributions

MAMA’S AND PAPA’S – We offer a parental pay top-up

STAY CURIOUS – Annual education budget

ZIMPLER PHILOSOPHY

We are rapidly expanding in new key markets with a mission to simplify payment transactions everywhere. As we grow, we’re on the hunt for the best, most creative people to join us in sharing our guiding principles and goals. People are at the centre of everything we do and our whole purpose and promise stem from making life easier – for our customers and their customers – with the help of our unstoppable Zimpler crew.

Every person and identity within the expanding walls of our company matters. It is a well-demonstrated fact that a product’s market share and usability increases as the diversity of the team creating it increases. So, for that reason, and many others, we take great pride in our culture. As we’re on a mission to build a global payment solution, naturally our fantastic employees need to represent the world, too. Are you next to join us?

OUR GUIDING PRINCIPLES

Be you, play together
We know that everyone has a singular story, their own sacred style of genius and we value them all equally. We are open and honest and we talk with each other, not about each other. We act without prestige and we always look for other perspectives, knowing that the best results are the ones we reach together.

Drive innovation, deliver
We daydream about a world that doesn’t exist today and to solve the problems of tomorrow. Fueled by curiosity, we always challenge ourselves to use our imagination and drive innovation. We dare to go outside our comfort zone to find better ways to create, collaborate and deliver data-driven results.

Take action, learn, grow,
We dont sit around talking about what we could do, we DO IT. We hold ourselves accountable in all our efforts and we ask ourselves “What can I do to beat yesterday?”. We encourage each other to keep learning, to constantly grow and evolve. We aren’t afraid of failures, we make failures a positive learning opportunity.

We our customers
Everything we do, we do with our customers best interest in mind. We strive for great customer satisfaction and use data to continue to improve. By actively listening and solving problems, we make sure we always suit the needs of our customers and are flexible. To us, qualitative work will always be more important than quantitative.