One of PayFit most challenging goals is to keep our Customers Super Happy.
As a Junior Customer Success, your role is to always keep in mind this target. In other words, you will become a PayFit expert and be the reflection of the best service we can give to our clients.
You will manage and advise a portfolio of customers and be their PayFit point of contact.
As such, you will:
- respond to and/or escalate their product and payroll related enquiries,
- ensure they know how to use the PayFit platform and help them become product experts themselves,
- assist them on an everyday basis so that they follow the best practices,
- build trust by ensuring quick response times to incoming enquiries and calling them regularly.
As their trusted contact you will have a direct impact on our customer satisfaction, product adoption and customer lifetime value.
Your role → Increase satisfaction by developing the best possible customer relationship 🚀
- Be the first entry point for customer requests
- Train clients on product needs and payroll questions; help them and also educate them
- Build short and long term relationships with customers to retain them and limit churn
Your main KPIs will be:
- how genuinely well you answer to your clients,
- how fast you manage to solve concrete customer issues, reduce your request ratio per client by educating them and avoid repeating yourself.
You will also:
- Be trained on PayFit amazing product and on payroll topics
- Work with our Marketing and Scaled Engagement Teams to proactively improve our product and our self-support platforms
- Work in coordination with the Senior Payroll Experts and the Tech team to deliver outstanding service to our customers
- Work closely with the Product and Tech Teams to share the clients’ feedback : you are the customer’s voice!