About Plooto82% of small businesses fail due to poor management of cash flow. Our vision is to enable the advancement of Small and Medium-sized Businesses (SMBs) by developing the tools & insights they need to maximize their cash flow. Over 10,000 businesses and their finance teams trust Plooto to automate their financial processes so they can focus on reaching their true potential.

The Role:

As a Customer Experience Specialist, you will be a key player in ensuring our customers have an exceptional experience with our platform. You will provide expert-level support to our users and help resolve complex issues by launching support escalations. This role requires a deep understanding of our platform, excellent problem-solving skills, and a customer-centric mindset.

What You'll Do:

Customer Support

• Provide customer support via phone, e-mail & live chat, resolving complex issues related to our products.
• Resolve customer issues efficiently while adhering to Plooto's guidelines and standard operating procedures.
• Provide accurate information about products, services, policies, and processes.
• Document customer interactions, inquiries, and resolutions using Plooto's CRM support system (Salesforce).

Issue Resolution

• Escalate unresolved or complex issues to the appropriate Plooto team, ensuring they have all necessary information and a seamless handoff.

Training and Quality Assurance

• Develop and maintain an in-depth understanding of Plooto's product features, functionalities, and integrations to provide accurate and effective support.
• Participate in training sessions to enhance product knowledge and familiarity with new tools.
• Ensure adherence to agreed key support metrics.

Your Background:

• 3-5+ years of customer support experience, preferably in a fintech company, financial institution, call center or accounting firm.
• Strong problem-solving techniques, with the ability to take ownership and ensure resolution promptly.
• A passion for delivering exceptional customer service with a focus on understanding customer needs and providing solutions that enhance the customer experience across multiple support channels.
• Proficiency in using Salesforce as a customer relationship management platform.
• Excellent problem-solving skills with the ability to think critically and strategically to resolve complex issues.
• Ability to prioritize tasks and manage deadlines in a fast-paced environment.
• Knowledge of accounting software, Accounts Payable/Receivable practices.
• Fluent in French.
• Four-year University/College degree or equivalent work experience.

What We offer

• Culture: We're a purpose-driven meritocratic culture where bias, tenure, and egos are replaced with debate, data, and facts so we can spend as much time as possible on impactful work to create real value for our customers. Plus, we provide regular social events by our awesome Social Committee, live and virtual coffee chats and more!
• Growth: We're a fast-paced FinTech company with numerous opportunities to learn, grow and take on new challenges. You'll have an immediate impact.
• Security: Plooto is trusted by over 10,000 SMBs and their finance teams. Our customers can discover and transact with over 150K customers and suppliers in North America through our B2B network.

Why Become a Plootonian?If you are looking to make a professional impact, look no further. Plooto is currently in hyper-growth mode, looking to 10x our customer base. Plooto is dramatically changing the payments space in North America. We have delivered an unrivaled product experience to fulfill a growing need in the SMB space. The biggest reason why SMBs close their doors is due to poor management of finances and cash flow. Plooto solves that problem! We have an extremely strong product-market fit with a massive opportunity ahead of us. We are backed by an experienced and diverse group of FinTech veterans. You will have the opportunity to make history and change the course of this sector for many years to come. Join Plooto and be a part of making history.