Customer Success Representative

Qumra Capital; São Paulo; Remote; BRL 328,000 - 492,000; Full time

Job summary

Riskified is seeking a motivated Customer Support Representative to work with the world’s largest online retailers. You will apply your analytical skills and product knowledge to help merchants maximize value from our SaaS platform while defending against fraud.

This role requires clarity in communication in English and Portuguese, ability to handle inquiries, troubleshoot, and escalate where needed, and a flexible schedule including NY time shifts; prior B2B SaaS support is a plus.

Qualifications

• 2+ years experience in a customer-facing support/success position.
• English and Portuguese verbal and written communication proficiency required; Spanish is a plus.
• Excellent troubleshooting, critical thinking, and communication skills.
• Detail-oriented with ability to easily follow complex processes and flows.
• Familiar with Office Suites and/or Google Docs (especially Excel/Google Sheets).
• Experience with ticketing systems such as Freshdesk, Zendesk or similar - an advantage.
• SQL and API knowledge - an advantage.
• Previous experience in a B2B SaaS company - an advantage.
• You must be able to work independently with minimum supervision and confident in making decisions in accordance with Riskified’s practices.
• Flexible as to working arrangements and hours - CSRs work 8 hours/day in shifts from 2pm to 10pm (NY time), Monday to Fridays and occasional weekends.

Responsibilities

• Be the public face of Riskified for all inbound communications with our merchants.
• Effectively handle inquiries and requests from our merchants and internal teams.
• Troubleshoot and escalate issues to the appropriate escalation paths.
• Act as the voice of the customer within Riskified across all departments.
• Onboard new Riskified clients and ensure their success using our services.

Skills

Customer support

B2B SaaS

English

Portuguese

Spanish (plus)

SQL knowledge

API knowledge

Problem solving

Tools

Freshdesk

Zendesk

Excel

Google Sheets

Job description

About Us

Riskified empowers businesses to unleash ecommerce growth by taking risk off the table. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Riskified is proud to work with incredible companies in virtually all industries including Wayfair, Acer, Gucci, Lorna Jane, GoPro, and many more.

We thrive in a collaborative work setting, alongside great people, to build and enhance products that matter. Abundant opportunities to create and contribute provide us with a sense of purpose that extends beyond ourselves, leaving a lasting impact. These sentiments capture why we choose Riskified every day.

About the Role

At Riskified, we put our customers at the forefront of everything we do. We are looking for a skilled Customer Support Representative that will work with the largest online retailers in the world. You will utilize your analytical skills and comprehensive understanding of our product to ensure that Riskified clients maximize the benefits of our services enabling their ecommerce operation and battling online fraud.

We are seeking an individual who is driven, experienced, innovative, and well-organized, with a demonstrated history of excelling in support and escalation management in a B2B SaaS environment. If you possess these qualities and are interested in a challenging role with a lot of room to grow in a well-established fintech company, then this opportunity is tailor-made for you.

What You'll Be Doing

• Be the public face of Riskified for all inbound communications with our merchants
• Effectively handle inquiries and requests from our merchants and internal teams
• Troubleshoot and **escalate** issues to the appropriate escalation paths
• Act as the voice of the customer within Riskified across all departments
• Onboard new Riskified clients and ensure their success using our services

Qualifications

• At least 2+ years experience in a customer-facing support/success position
• English and Portuguese verbal and written communication proficiency required — Spanish is a plus
• Excellent troubleshooting, critical thinking, and communication skills
• Detail-oriented with ability to easily follow complex processes and flows
• Familiar with Office Suites and/or Google Docs (especially Excel/Google Sheets)
• Experience with ticketing systems such as Freshdesk, Zendesk or similar - an advantage
• SQL and API knowledge - an advantage
• Previous experience in a B2B SaaS company - an advantage
• You must be able to work independently with minimum supervision and confident in making decisions in accordance with Riskified’s practices
• Flexible as to working arrangements and hours - CSRs work 8 hours/day in shifts from 2pm to 10pm (NY time), Monday to Fridays and occasional weekends.

In the News

Reuters: General Atlantic-backed Riskified valued at $4.3 bln in NYSE debut

Fortune Magazine: Riskified named Best Workplaces in New York for 2022

The Muse: Q&A with Sales Enablement Manager Benedikt Parstorfer

Globes: Riskified is among Israel’s fastest growing companies

TechCrunch: Riskified Prevents Fraud on Your Favorite E-commerce Site

CTech: Riskified’s VP HR on Post-COVID Flexible Work Routines

Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.