Customer Support & Operations Specialist (Fintech)
Job Description
With the vision of building a modern financial operating system for businesses in MENA, we’re at the tipping point of a fintech revolution and need your help to get there!
We’re a lean but impactful team that dreams big and believes in making the impossible happen – and we are looking for someone equally motivated who wants to make their mark and help us expand our horizons.
We’ve raised $10M Seed from top investors and operators, including founders from Ramp, Airbase, Plaid, Italic, Shopify, Cash App, Checkout.com, Alloy, and some of the world’s most successful FinTech VCs like GFC, Graph Ventures, Soma Capital, Adapt Ventures, amongst others who’ve trusted us with their funds. ?
If this gets you excited, please keep reading!
About The Role
? IMPORTANT NOTE: this role requires support from 1 PM IST to 9 PM IST.
Pluto is looking to hire email and phone customer support operators to join our Product & Customer Support operations team. This is a multi-functional role, where you will have the opportunity to support our current and future customers as we scale.
We’re looking for candidates with:
- A strong passion for helping people.
- A keen interest in automating and scaling their efforts.
- A hunger to learn all about our product.
- The ability to communicate effectively with both customers and internal teams.
Pluto takes EXTREME pride in our customer support operations. We have one of the best NPS scores and provide an exceptional level of care for our customers. If you do not have a deep passion for growing our business through incredible support & help, then this role is NOT for you.
As part of the Product & Customer Support team, you will:
- Work closely with fast-growing companies in MENA as their direct line of contact and support.
- Partner closely with account management, product, and engineering teams to resolve customer questions, manage product requests/issues, and analyze data to suggest improvements for better customer satisfaction and product development.
- Be the first line of defense for our customers through our communication channels and act as the voice of the customer within Pluto.
Requirements
You’ll be working in a dynamic, rapidly evolving environment with the following responsibilities: ?
What You’ll Do:
? Learn the Pluto platform inside out.
? Help our customers via E-mail, Intercom, WhatsApp, and Phone call support.
? Maintain an industry-leading satisfaction rate with our customers.
? Create help articles, videos, and content to assist companies in onboarding and using Pluto effectively.
? Help Pluto scale efficiently by automating significant portions of your work and processes as needed.
? Own a critical piece of the feedback loop, providing insights to improve the product.
? Utilize critical thinking skills to diagnose and solve potentially complex problems.
? Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and third parties.
? Be adaptable, willing to learn, grow, and develop in a fast-paced startup environment.
What You Need:
? Excellent verbal and written communication skills in English.
? Ability to understand a complex product quickly.
? Strong writing skills for help articles, explainer videos, and maintaining help centers.
? Proactive attitude in engaging with customers and Pluto team members outside of support.
? Ability to escalate issues effectively to engineering and product teams.
? Strong investigative and critical thinking skills.
? Some basic understanding of APIs a huge plus.
? Time & load management
Pluto Benefits
? Flexible vacation policies
? Fully remote workplace
? Work-from-home stipend to support your home office needs
Compensation Range: ?350K – ?850K