7 hours ago
Job description
We are looking for a Customer Support Manager to join our Account Management team.Your Responsibilities
- Get to know Narvi’s products, services, and platform
- Respond promptly and professionally to customer inquiries, questions, and complaints via the Zammad ticketing system
- Provide accurate and detailed information about Narvi’s products, services, and platform functionalities
- Troubleshoot and resolve customer issues related to onboarding, transactions, and technical difficulties
- Collaborate with internal teams, including development and product, to address complex customer issues and provide effective solutions
- Proactively identify patterns or trends in customer inquiries and provide feedback to improve product features and user experience
- Assist in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides
- Take a lead role in identifying opportunities for automation within the customer support workflow, including developing and implementing automation solutions to streamline processes and improve efficiency
- 1–3 years of experience in a customer support, client support, or account management role
- Experience using customer support software and tools for ticket management and communication, such as Zendesk or Zammad
- Strong verbal and written communication skills in English
- Excellent problem-solving and analytical skills
- Patience, empathy, and a genuine passion for providing exceptional customer service
- Previous experience or general understanding of payment flows, banking services, SEPA, or SWIFT would be a plus
- English: C1+
- Other languages are a plus
- Full-time role
- Remote or hybrid work setup in Helsinki or Warsaw
- Real flexibility, not just lip service — work hours that fit your life and the business
- Clear responsibilities, open communication, and a practical work environment without unnecessary bureaucracy
- Occasional travel for international conferences and business events
About the company
Narvi Payments Oy Ab
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