Customer Support

Company Description Hastee is an award-winning fintech business revolutionising the way people get paid, manage their finances and reduce financial stress. Hastee promotes employee financial health by giving workers access to their pay as they earn it via an App and card, as well as financial savings, education & management tools. Our revolutionary technology improves employee happiness and productivity, driving bottom-line benefit to employers and we are proud that our service has an NPS of 76 and 4.8/5 rating in the Apple Store and Google Play. Hastee is backed by some of the leading, global fintech investors and has offices in London, Barcelona and Kiev. Our industry sector ‘earned wage access’ is one of the hottest, newest entrants to the European fintech world and new entrants are joining all the time (Revolut being the latest). **Opportunity** As a start-up, working at Hastee presents an incredible opportunity to gain hands on business experience and develop your career, working closely alongside international teams in product, tech, strategy and sales. We are currently enjoying substantial growth and are growing our team to help with this expansion. Our office is small and open-plan, providing hands-on support and the ability to learn from those around you. You will work with leading businesses (our clients include the likes of McDonalds & PayPal) and with a multicultural and ambitious team on a mission to improve the life of millions of employees globally. We´ll naturally provide you with training and mentoring -> and strong performance in this role can lead to a full-time role in our Customer Success team Job Description **About Your Role**: Delivering a great customer experience is essential to the success of Hastee and as Customer Support Manager, you will be the first point of contact with all signed clients, responsible for onboarding them onto our portal and supporting their employees with any queries they might have. You will be their first experience of the Hastee brand and how you engage with them will directly inform the perception of the Hastee brand in the market. This is therefore a pivotal role in delivering the best service we can to our clients. You could be based in either London or Barcelona. **Key Responsibilities**: Liaising with clients to implement Hastee as an employee benefit for their staff, which involves: - Gathering the data required to set the client and its employees up on our admin portal - Configuring data on our portal both at the inception of the relationship and during each payroll period - Training the client on use of the portal by providing product demos - Client point of contact for payroll-related queries - Ensuring the accuracy of the data on our portal (Atlassian, Jira, HubSpot, Admin Hastee, Xero) - Learning from & implementing any client feedback on our onboarding process & relaying this to relevant internal teams (e.g. product) where appropriate Supporting registered users of our App (being employees of our clients seeking to access their earned pay) with any support tickets they might have. This will involve: - Issue triage via the Hastee Service Desk using Jira - Telephone or direct chat support to users - Co-ordinating relevant internal teams to resolve client or user issues (if, e.g., a tech issue) Managing user profiles in the portal (for example, those on leave or who for other reasons should be suspended from using Hastee) Qualifications **Skills You Must Have**: - Good knowledge of excel (especially pivot tables) - Attention to detail: the data you work with directly informs the earned salary amount users can withdraw via the App and salary deductions at the end of each payroll period - accuracy is key - The ability to build good relationships (you’ll be a key touchpoint with clients and App users) Ability to quickly familiarise yourself with software systems Additional Information **This Would Suit You If**: - Want to work in a fast-paced, international, cutting-edge start-up - Have an interest in learning - Like implementing and improving processes - Tech-savvy - Have great attention to detail - Are naturally organized and pro-active - Have great communication and people (relation building) skills - Like responsibility and autonomy - since you will own the process (once trained) - Are polite, empathetic, ordered, patient and supportive - Are committed to delivering customer satisfaction - Are a fast learner (life in a start-up moves fast) - Would be stimulated working in a fast-paced, start-up environment where people and projects move quickly - Like working with a small, close-knit team of international colleagues - Are able to see the bigger commercial picture of how this role fits into our service and brand overall **‘Nice to haves’**: - Prior experience in a customer support role - An understanding of payroll and payroll processes (e.g., prior experience as a payroll executive) - Prior experience of CRM tools - P