About Us
CardX is a payment technology company that’s changing the way businesses accept credit cards. We’re focused on introducing more options for consumers, delivering automatic compliance through software solutions, and making payments more fair for everyone.
Our core values are positivity, respect, and excellence. We’re confident that, at CardX, you’ll have one of the best professional experiences offered anywhere: members of our team work directly with stakeholders and are regularly in the driver’s seat on high-profile client opportunities and relationships. On our team, you’ll be supported by talented colleagues who share your winning mentality and are, like you, energized by excellent work.
Position Details
The Client Support Lead will report to the VP, Operations to manage the existing Client Support team, which responds to a high volume of inbound service requests by phone and email. This position is responsible for solving escalated tickets in addition to building out processes and improvements that contribute to the growth of the team.
This position will require the deliverance of high-quality service through problem recognition, research, follow-up communication, and resolution. One with meticulous attention to detail, strong work ethic, outstanding communication skills, and the desire to thrive within a fast-paced, rapidly-growing company would excel in this role.
What to Expect
- Manage and optimize the team’s daily workflow through Zendesk
- Navigate all escalated inbound client support inquiries by phone or email
- When appropriate, open a ticket with the CardX technical team to troubleshoot a client issue, and follow up through completion
- Build strong relationships with all CardX clients
- Document client inquiries and issues, review and add to existing documentation, and create new documentation to be used by the Client Support team
- Onboard and train new team members
- Manage inventory and place team orders as needed
- Build out quality assurance practices
- Communicate effectively with third-party partners and the CardX Sales organization to understand client requirements and ensure a smooth onboarding experience
- Take initiative on special projects to increase clarity and efficiency for the Client Support team and to support the growth of CardX
Please note: applicants for this role may be asked to complete a prompted writing exercise as part of the interview process (less than 200 words).