Customer Support Ops Senior
Il y a 6 mois
At Mangopay, our mission is to power the payment infrastructure and payment operations of the world's biggest and most exciting marketplaces & platforms.
We provide marketplaces and platforms with powerful modular payment and regulatory solutions. Since 2013, we have enabled the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms such as Vinted, Rakuten, Chrono24, La Redoute, Wallapop and over 2,500+ more.
Our team of 400+ is spread across Europe, with offices in Berlin, Dublin, Luxembourg, London, Madrid, Paris, and Warsaw. In an environment where marketplaces and fintech ventures are thriving, we're actively seeking exceptional individuals to tackle the challenges in our field and contribute to our growth. Our commitment to diversity is unwavering, and we are dedicated to promoting employee well-being, inclusivity, and equal opportunities. Joining Mangopay means you'll be part of a dynamic, flexible, and rapidly growing team.
Customer Support OPS handles low-priority level 3 incidents, anomalies, and technical requests.
**What you'll be doing**:
- Assessing the priority of escalated incidents/problems.
- Treating and/or deflecting escalated anomalies.
- Assisting in escalation channels and supporting monitoring incidents until resolution.
- Treating technical requests or remediation requests.
- Helping organize, coordinate, and participate in crisis meetings with various teams and service providers to ensure incidents are resolved promptly and impacts are mitigated.
- Be able to post API Status to inform clients if necessary.
- Managing and organizing JIRA ticketing.
- Identifying operational requirements and opportunities for improvement
- Analyzing trends and anomalies. Determining appropriate methods to analyze operations, relevant information, and data.
- Improving the Knowledge Management system by observing workflows and documenting known issues to track errors and workarounds.
**Technical Stack**:
- JIRA
- Kibana / Grafana
- Postman
- Looker
**What we would love you to bring with you**:
- Strong analytical and organizational skills.
- REST API knowledge.
- Payments and banking knowledge.
- Familiarity with collaborative working or project management tools like Notion, Confluence, and Google Workplace is beneficial.
- Excellent communication and interpersonal skills and the ability to adapt to different stakeholders.
- A collaborative mindset and ability to work well in a team environment.
- Ability to understand basic technical topics and translate them into non-technical reports.
- Willingness to learn and grow within the role and embrace new challenges.
- Full proficiency in English.
**Additional information**
Interview process:
- HR Call
- Interview with Hiring Manager
- Case Study
- Interview with VP Customer Support
- We care about equal employment opportunities, so all qualified applicants will receive equal consideration regardless of their race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status._
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