Senior Customer Support Fintech B B (Remote)

Job Description – Senior Customer Support Representative

Location: Remote (UK-hours)

Job Type: Full-time

Department: Customer Support

About PLANERGY:

PLANERGY is a global Spend Management Platform that’s revolutionising Business Spending, making it more efficient, profitable, and reportable.

Over 1200 businesses worldwide use PLANERGY to help them process more than $6.5 billion in Business Spend every year, spending less and saving more.

We deliver the most intuitive Spend Management system, automating their Procure-to-Pay and Accounts Payable, giving them real-time reporting, approval automation, budget management, and automated invoice matching with our A.I.

Our UK customer base is expanding, and we are looking for an experienced Senior Customer Support Representative to join our team and provide exceptional service to our clients.

We have team members in UK, Ireland, USA, Serbia and Poland who love what they do and stay at Planergy.

Job Overview:

As a Senior Customer Support Representative for our UK customers, you will play a crucial role in ensuring a high standard of customer satisfaction by providing expert assistance to users of our spend management software. You will act as the key point of contact for complex support requests. The ideal candidate is customer-focused, thrives under pressure, and possesses a strong understanding of procure-to-pay processes.

Key Responsibilities:

• Provide Expert Customer Support: Serve as the primary point of contact for resolving escalated customer inquiries and troubleshooting complex issues related to PLANERGY’s platform, ensuring timely and accurate solutions.
• Handle High-Pressure Situations: Manage and resolve critical support incidents quickly and effectively, maintaining a calm and professional demeanour under pressure.
• Issue Management & Resolution: Proactively manage customer issues, liaising with internal teams (such as product and development) to resolve them promptly while keeping customers informed at every stage.
• Customer Success Collaboration: Work closely with the Customer Success team to ensure customers’ ongoing satisfaction and adoption of new features.
• Procure-to-Pay Expertise: Apply your knowledge of Purchasing and Accounts Payable processes to assist customers in optimizing their use of PLANERGY’s spend management solutions.
• Process Improvement: Identify opportunities to improve support processes and contribute to documentation, knowledge base articles, and internal resources.
• Customer Training & Onboarding: Assist with training new customers during onboarding and offer best practices to help them maximize the value of the PLANERGY platform.

Required Qualifications:

• Experience 4-6 years in customer support roles, preferably in a SaaS or spend management/accounts payable/procurement environment.
• Procure-to-Pay Knowledge: Strong understanding of the procure-to-pay process, procurement, and accounts payable, with the ability to communicate this knowledge to customer interactions.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
• Problem-Solving Skills: Proven ability to diagnose, troubleshoot, and resolve procedural and technical issues quickly and efficiently.
• Customer-Centric Mindset: Demonstrated ability to deliver outstanding customer service, maintaining a positive attitude even in challenging situations.
• Tech-Savvy: Proficiency with customer support tools and platforms, and the ability to quickly learn and adapt to new technologies.
• Multi-Tasking Ability: Comfortable handling multiple priorities and working under tight deadlines in a fast-paced environment.

Personal Attributes

• Customer-Centric Mindset: A strong commitment to customer satisfaction and success.
• Attention To Detail: Focus on getting things right and not missing the finer details in data and other areas.
• Super-Organised: Strong organizational skills and the ability to manage multiple projects and priorities.
• Adaptability: Ability to quickly learn new technologies and adapt to changing customer needs.
• Proactivity: Initiative to anticipate customer needs and proactively address them.
• Empathy: Ability to understand and empathize with customer challenges and pain points.
• Resilience: Ability to handle pressure and remain calm and professional in challenging situations.
• Communication: Excellent verbal and written communication skills to effectively convey technical information to non-technical stakeholders.
• Relationship Building: Ability to build and maintain strong relationships with clients and internal teams.

Preferred Qualifications:

• SaaS Experience: Experience working with spend management, procurement, or financial software.
• Remote Work Experience: Proven ability to work independently and manage your time effectively in a remote work environment.
• Process Improvement: Demonstrated experience in identifying and implementing improvements to customer support processes.

What We Offer:

•  Fully remote.
•  Competitive salary and benefits package.
•  Opportunities for professional development and growth.
•  A collaborative and supportive work environment.

How to Apply:

Interested candidates should submit their resume and a cover letter explaining why they would be a good fit for this role.

This role is designed for someone who thrives in a challenging support environment, understands the complexities of procure-to-pay, and is passionate about providing outstanding customer service. If this sounds like you, we’d love to hear from you!