Customer Support Agent - SME Apps

The Role

Join a customer-focused support team delivering exceptional service to small business customers. This is a primarily phone-based role with a strong focus on payments-capable products, customer engagement, and funnel support.

Key Responsibilities

• Act as the frontline support for payments-capable products and solutions, managing inbound and outbound customer calls and emails, alongside back-of-house administrative tasks
• Support and nurture the Payments funnel by reviewing applications, following up with leads, and identifying opportunities to improve conversion through targeted outreach and feedback loops.
• Assist customers with onboarding, account and payment queries, disputes, and app or portal troubleshooting
• Build strong customer relationships and deliver timely, effective solutions
• Triage and escalate customer requests to internal teams or external partners as needed
• Support documentation and knowledge base updates as products and processes evolve

Skills & Experience

• Experience in customer service within the financial services industry

• Strong phone-based support experience (B2B or SME preferred)

• Excellent verbal and written communication skills

• Detail-oriented, solutions-focused, and adaptable

• Experience using CRM systems (e.g., Salesforce or Zendesk)