Junior Customer Support Specialist, Excellence

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.

As a fast growing FinTech company, our customer pool grows as well, thus, we are looking for a Customer Services Excellence Junior to accomplish this mission within the dynamic Quality & Excellence Team.

Your mission will be to develop the Quality & Excellence within the Support & Services Department, including 4 verticals: Support Frontline, End-Users Onboarding, Support Ops, and Incident Management.

**Responsibilities**:
Develop & maintain Quality, allowing agents to reach their full potential while making sure our clients can benefit from the best possible experience
- **Quality**:

- Review & analyse Salesforce tickets (cases/calls) on a daily basis to collect data on the team performances
- Perform Quality Checks (QC) for different teams
- Identify the improvement possibilities, whether they are at the people or process level and to help them to act accordingly
- Work hand-in-hand with the teams Leads by giving them insights
- Work hand-in-hand within the verticals and the internal teams to create training materials, documentation & processes, workshops, aiming at empowering the Support Department with the right knowledge
- Work on constantly improving and optimizing the system of Quality Control (QC) All relative tasks that can be induced after the QC reviews and communication with different verticals of Support Department
- **Project Management**:

- Help the Senior Excellence Specialist with the current projects (investigation, business case discovery, action plan, realization, maintenance, audit, etc)
- Work with other teams regarding the projects, follow-up, and synthesis of the meetings
- **Onboarding**:

- Constant improvement of the Onboarding program & agenda for the Support Frontline and End-Users Onboarding teams
- Daily training of the new joiners and follow-up
- Analysis of the knowledge checks and reporting to the leads and management**Knowledge management**:

- Ensuring that the knowledge is documented and assimilated by the users
- Optimisation of the Knowledge base and its constant update
- Upskilling
- **Other**:

- Collaboration & communication with all operational internal teams of Mangopay

**Qualifications**:

- Excellent level (both verbal and written) in English is required, French is a big plus
- You have a solid experience in at least one of the described tasks
- Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
- Being flexible/adaptable and autonomous
- Effective Communication skills
- Continuously looking for areas of improvement

**Recruitment process**:

- HR Call
- Interview with Senior Excellence Specialist and Business case
- Interview with Team Manager (in English)
- Interview with Head of Department
- Offer
- 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._