Customer Support Representative at DocFox

Docfox is on a mission to make money laundering impossible. We are a team of curious, committed and passionate individuals who love building extraordinary things and being the best partners our clients will ever have. With offices in South Africa and the US, our SaaS platform and compliance service offerings are being used by a range of accountable institutions globally, from attorney groups and asset managers to foreign exchange firms and financial advisors - and we are still growing!

We dream big, are unreasonably ambitious and pride ourselves on humble confidence. As a team we are helpful, transparent, authentic, have fun and always give that little bit extra in the pursuit of excellence. Our dynamic environment enables smart, self-driven team players to be themselves and bring their best.

Responsibilities

You view setbacks as learning opportunities, not failures

You can put yourself in others’ shoes and see situations from perspectives other than your own

You’re highly adaptable, easily acclimating to a rapidly changing business and industry

Strong intrinsic motivation to be a top performer and contribute to a team

You love getting to know new people and helping them solve their business problems

Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective.

Educate customers on relevant functionality and feature releases.

Assist customers in resolving any product issues or concerns.

Perform issue identification, communication, and resolution for moderately complex issues.

Bring innovative approach to client support.

At a time prioritise for the best customer experience and while also staying keenly aware of how to drive retention across the entire customer base.

Communicate effectively and efficiently via phone, email and in-person meetings.

Spots gaps and isn't afraid to take initiative to fill them. Forward thinking and proactive

Goes beyond to help our clients - what limits are you willing to push to ensure our clients are assisted in the best way. Leave the clients feeling like an individual and not as a number

Hardworking and dedicated

Young, dynamic and someone who wants to learn more about the startup environment.

Requirements

• Bachelor’s Degree.
• 2 years experience in customer service/account management or a similar role.
• Previous experience with Hubspot and or Zendesk is preferred
• Basic technical experience within FinTech or RegTech environments
• Strong written and verbal communication skills.
• High energy, positive attitude, with the ability to think creatively and handle multiple priorities.
• Ability to communicate effectively and efficiently via phone, email and live chat.
• Ideal attributes include driven, humbly confident, excellent attention to detail and excellent time management