Customer Operations Associate

Atlanta, GA, United States

Customer Operations Associate

Reporting to: Customer Operations Manager

Location: Atlanta, Georgia, United States

Who we are and why we exist

At Liberis – merchants matter most! We’ve been on a mission to provide small and medium businesses (SMEs) with accessible and responsive finance since 2007. SMEs account for most businesses worldwide and are critical contributors to job creation and global economic development. They represent about 90% of businesses and more than 50% of employment worldwide.Despite this, more than three quarters (77%) of SME businesses last year were unable to secure the traditional bank financing they desperately needed to grow and thrive. This has created a $5 trillion funding gap for SMEs globally.

That’s where Liberis steps in! To best help small businesses, Liberis has built the leading global embedded finance platform. Through this, Liberis provides partners with the technology and financial solutions necessary to offer personalised and accessible funding to their small business customers.

To date with ~20 global strategic partners and direct reach to more than 1 million small businesses, Liberis has provided $1 bn of funding in over 50,000 transactions, enabling more than 100,000 jobs to be created and saved. We are making a genuine difference to your local pub, hairdresser and online retailer!

We are in a very exciting period of growth, in the UK and internationally, with teams based in London, Nottingham, Stockholm, Atlanta and Munich. We are looking for talented and ambitious individuals to help us reshape business finance. How we work is as important to us as what we do – exemplified by our behaviours:

#1 Merchants matter most – our success is tied to our merchants'success

#2 Act like time is running out – the fastest company in a growing market will win

#3 Own every outcome – the hardest problems we faceare yet to be solved

#4 Communicate directly – we don’t have time to beat around the bush

#5 Prove it - every feature we build, decision we make and action we take,matters

#6 Empathy always - Liberis wins when every employee thrives

If our mission and behaviours resonate – get in touch!

Who are we? (Team)

The Customer Operations team are a global, multi skilled team serving our merchants in 12 regions and growing! Our overall objective is to provide the best experience to our merchants and partners, whilst giving 5* service on every interaction we have.

With our significant growth in North America, we are now at the stage where we need an experienced leader for our growing Atlanta based team.

We own the merchant experience starting from the moment an application for revenue-based finance is submitted. This means we are playing a huge part in providing our merchants a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting, Finance and Collections. We then look after all our active merchants assisting them with any queries they have, or amendments they need to make to their account.

We are also responsible for collating and responding to customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements across the business.

At Liberis, we always put our merchants first and the Customer Operations team play a pivotal role in helping us do that. Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the team!

What do you need to be successful in this role?

As this role is critical to the expansion of our rapidly growing global Customer Operations team as well as our growth in North America, we are looking for an independent and confident new colleague who wants to hit the ground running. The role is critical to Liberis and offers scope to contribute own ideas, expects a high level of ownership and autonomy and in return offers many development opportunities for the successful candidate.

Empathy! You love to help other people and want every customer contact to be a positive experience.

Solution-oriented: You love talking to customers and finding efficient solutions to their problems. You are able to manage a consistently high workload by planning and prioritizing your day ahead, but see new and varied tasks every day as a positive challenge and can adapt quickly to changing priorities. You find it exciting to be involved in additional projects in order to constantly develop yourself.

Confidence: You are polite and courteous but can also be very assertive when needed and remain calm under pressure. These qualities help you to respond effectively to our customers' concerns, whether on the phone, by email, online chat or via social media.

Language skills are a plus: You speak English fluently but might also speak Spanish, French or any other language as a plus.

Responsibilities

Help us expand our presence in North America: We have ambitious growth targets and want to expand our presence the North American market significantly! Help us to further improve our processes, ensure they are in line with the North American standard and be the first point of contact for our customers!

Provide our customers with excellent customer service that will be remembered: you are the main point of contact for our US based customers, regardless of their request. Handle administrative tasks for existing customers using Salesforce CRM and other software tools to make the customer journey fast, positive and smooth.

Processing customer feedback: We see customer feedback as an opportunity to constantly improve, which is why you will engage in dialog with customers via phone, email or social media and take their feedback. Based on the feedback, you will identify ideas for improvement measures and implement them in collaboration with other teams.

Ensure that our customers receive their money as quickly as possible: You will be responsible for managing your customer pipeline efficiently and ensure that our customers receive their money as quickly as possible and within the agreed SLAs.

Play a key role in building our brand: The customer is at the center of everything you do, and this should be reflected in our NPS score as well as our Google and Trustpilot reviews. Encourage customers to give us feedback after every interaction!

Be the voice of the customer: Bring our internal stakeholders and decision makers closer to what is really important to our customers by analyzing customer feedback and reflecting it internally in our regular "Call Listening Sessions", among other things!

Support with various projects: This is an option and not a must! We encourage our colleagues at all levels to contribute their ideas. If the idea is well received by the relevant stakeholders, you will be given the opportunity to lead a small project yourself or work on a larger project.

What happens next?

Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!

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