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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

Skills & Requirements

This is what you’re good at

  • Excel
  • Fluent in English
  • At least 3 years of experience in a support function
  • Resolving customer issues and improving their overall experience with our products/services
  • Maintaining a positive, empathetic, and professional attitude towards customers at all times
  • 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
  • Hold a Swedish Bank ID
  • Able and willing to work outside office hours
  • Experience from catching and handling fraud cases and B2B support is a big plus

Great Place to Work

  • 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

About the company

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 PRINCIPLESOUR GUIDING PRINCIPLES

We show RespectWe’re open-minded, embracing diverse perspectives to broaden our understanding. We’re collaborative, recognizing that together, we achieve more. We’re trustworthy, nurturing honest communication in all our interactions.

We posses GritWe’re resilient, overcoming setbacks with unwavering determination. We’re ambitious, relentlessly pursuing our goals to ensure results are delivered, no matter the obstacles. We’re dedicated, fully embracing every opportunity to drive success.

We dare to ChallengeWe’re bold, disrupting the status quo with every step. We’re positive, focusing on solutions rather than dwelling on problems or pointing fingers. We’re curious, constantly seeking new ways to create exceptional value and innovate for the future.

Carl Meiton | Contact Person

I'm interested
Zimpler

Stockholm
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