Customer Support Specialist - London, United Kingdom - Stenn

Description

Stenn is one of the leading FinTechs in Europe and a category leader in the verticals and markets it operates in.

Founded in 2015, Stenn's purpose is to connect international SMEs to the global financial system, helping to bridge a reported $3.6 trillion (USD) financing gap through a fast, simple online platform.

To date, Stenn has enabled over $18 billion (USD) of finance to SMEs in 3 verticals and 4 markets, with capital provided by several blue-chip banks and institutional fund managers across the globe.

Rapid expansion continues at Stenn, as under-served SMEs seek financing solutions to manage significant macroeconomic and supply chain disruption; and this follows our $50 million Series A fundraise in 2022, valuing Stenn at $900 million.

Our HQ is in London with employees across the globe, including the USA, Europe and China.

We are made up of diverse, highly skilled professionals who work in an innovative way to develop and drive our business further.

Our people are empowered to work autonomously through a trusting leadership style which encourages learning.

Stenn are looking for a Customer Support Specialist. Could this be you?


You probably want to know what's involved?
The Customer Success and Support Team is responsible for delivering best-in-class customer experience.

We address quickly and efficiently day-to-day queries and establish long-term, strategic relationships that help our customers drive value from our platform.

Internally, we partner closely with Sales, Risk, Legal, Finance and Technology to support customers with their needs, advise on the development of new products and implement platform optimisations.

We are looking for team members to join our Customer Support Team, who will be the first point of contact for customers, as they discover how they can get the most value from our platform.

This role is key to delivering a great customer experience and increasing customer satisfaction.

We would be looking for you to:

• The primary point of contact for customer interactions
• Take ownership of answering customer queries within agreed SLAs / SLOs
• Follow up on outstanding issues and provide customers with updates
• Ensure interactions are documented and communicated in a clear and concise manner
• Develop and maintain product knowledge
• Drive selfservice/automation via identification of recurrent queries
• Provide feedback on how to further optimise/automate processes
• University bachelor's degree, a professional qualification from an internationally recognised body or equivalent work experience
• Good problemsolving and analytical skills
• Willingness to take ownership of answering customer queries
• Focused on exceeding customer expectations
• Good organisational and communication skills, both written and oral
• Knowledge and understanding of CRM tools
• Experience in similar roles, ideally within finance and/or FinTech is a plus
• Fluency in either French or Mandarin is a big advantage but not essential

We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.

At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone's unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.