Customer Care Specialist

About Us:

Upflow revolutionizes how B2B businesses get paid, unlocks owed cash reserves, and empowers B2B companies to grow better.

Most modern, fast-growing companies are fully focused on sales growth and retention and struggle to maintain focus on cash collection. This leads to thousands of unpaid invoices, broken communications, outdated payment methods, and a negative customer experience. As a result, cash flow suffers, and growth is inhibited. Upflow is the modern collections hub that manages all data, analytics, communications, and payments to improve cash flows.

We are a product-led organization launched in 2018 and trusted by hundreds of companies across the US and EMEA. We're also backed by leading investors (YCombinator, 9yards, eFounders) and top business angels from N26, Square, Mercury, Uber, and Netsuite.

We're distributed across three continents and rapidly expanding. It's a perfect time to join if you want an exciting personal growth opportunity and international experience.

For more information, please visit our website www.upflow.io or check out our product demo here: [https://demo.upflow.io>

About the Role:

The Customer Care Specialist will provide direct customer support via Zendesk ticketing and scheduled calls. You will work the customer and internal resources to ensure the most efficient resolution while providing the best customer experience.

Responsibilities:

• Handle customer inquiries (English) in Zendesk, providing expert-level support and solutions
• Maintain 100% CSAT
• Continually hit and exceed Support Metric Benchmarks: First Response Time, Time to Close, Escalation Rate
• Assist with self-serve customer onboarding
• Contribute to the Zendesk Help Center, ahead of all product releases
• Optimize Zendesk workflows to enhance efficiency
• Reduce support escalations to Product and Engineering
• Utilize strong problem-solving skills to address complex customer issues promptly and effectively
• Attend and contribute to team and company meetings, providing the team updates on trends seen in support
• Collaborate with other departments, including Product, Engineering and Success, to provide insights from customer interactions and contribute to product improvement and development.
• Become a finance expert & work with the best finance teams in the world to define what the future holds for B2B payments.

Must Haves:

• 2+ years of Customer Support in a B2B SaaS environment
• Prior experience with Zendesk
• Excellent written and verbal communication (English Required)
• You thrive in a customer-facing role, and are excellent and influencing customer thinking, aligned to established best practices
• Problem solving self starter

Nice to Haves:

• You have experience working in the finance/Fintech/AR industry
• Ability to communicate in French

Attributes:

• Highly influential when engaging with customers
• Focus on continuous improvement to master your craft
• Empathetic Team player
• Metrics Driven
• Excellent Communicator
• Radical ownership of your duties

Location:

• Upflow Paris Office near Grands Boulevards
• 3-4 days in office