- Company Name
- Coinflow
- Job Title
- Customer Success Associate
- Job Description
-
**Job title**
Customer Success Associate
**Role Summary**
Founding customer success professional driving the support function for a high‑growth payments platform. Owns incident triage and resolution while architecting scalable workflows, tooling, and metrics to deliver world‑class merchant experience.
**Expectations**
- Achieve <1% quarterly poor support score and 90 %+ SLA compliance.
- Deliver proven support framework within 90 days and build a lean, data‑driven team as it scales.
- Translate support insights into measurable product improvements.
**Key Responsibilities**
- Manage day‑to‑day merchant tickets, escalations, and incident responses for payouts, settlements, webhooks, and API issues.
- Diagnose technical faults using logs, dashboards, and SQL queries; provide clear, data‑backed resolutions.
- Collaborate with Engineering, Product, Finance, and Risk to resolve complex incidents and document runbooks.
- Define and enforce SLAs, communication standards, CSAT metrics, and resolution KPIs.
- Select, configure, and optimize ticketing, alerting, and communication tools.
- Develop internal playbooks, documentation, and reporting dashboards to track and improve support performance.
- Partner with Solutions Engineering for seamless handoffs and proactively feed product feedback.
- Mentor new hires, create onboarding and escalation documentation, and cultivate technical excellence and empathy.
**Required Skills**
- 4–7 years in customer support, operations, or technical support (fintech, payments, SaaS preferred).
- Strong technical troubleshooting skills (logs, APIs, SQL).
- Experience designing support processes, SLAs, and tooling.
- Excellent written and verbal communication, empathy, and cross‑functional collaboration.
- Ability to work independently, manage priorities, and maintain high quality under pressure.
**Required Education & Certifications**
- Bachelor’s degree (business, engineering, computer science, or related field) – preferred.
- No mandatory certifications, but familiarity with support or ITSM tools (Zendesk, Jira Service Management, etc.) is a plus.