Contract | Hybrid, Dublin based
Responsibilities
* Provide general account support (e.g., account configuration, transaction inquiries) and case-specific service (e.g., appeals requests).
* Educate clients on product and account operations best practices, including answering product questions directly or connecting with subject matter experts.
* Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, operational contact volume, and client satisfaction.
* Manage compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance).
* Resolve client disputes/adjudications, including maintaining process documentation and clear communication.
* Monitor and ensure completion of customer service for lower complexity requests.
* Partner with specialist teams to resolve high-complexity issues. Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.
* Conduct case reviews, provide account support and configuration, and manage compliance and risk documentation.
Team Context
* The team is tasked with resolving issues, ensuring operational excellence, preventing future problems, and optimising service delivery.
* Acts as advocates for clients, supporting them to fully leverage products and services to enhance business operations.
* Additional headcount is required to support long-term leave cover.
Typical Day
* Handle account queries, case reviews, and compliance documentation.
* Collaborate closely with internal stakeholders across functions.
* Contribute to a high-performing, agile, and customer-focused team environment.
Candidate Requirements
Essential:
* German Language
* Minimum 2–3 years' experience in Customer Servicing, Merchant Servicing, Account Management, or Customer Success Management.
* Proven ability to communicate clearly, present compellingly, and influence key stakeholders across functions.
* Experience delivering client-focused solutions that meet customer needs.
* Ability to work at pace and tenaciously resolve complex issues.
* Experience with Salesforce or similar CRM tools is preferred.
Desirable:
* Prior experience in the payments or financial services industry.
* University degree is advantageous but not required.
Attributes:
* Teamwork, adaptability, and commitment to operational excellence.
* Strong problem-solving and process improvement mindset.
* Ability to foster a collaborative and enjoyable team culture.