Customer Success Team Lead (Remote)

CAJEROPAY; Seattle (WA); Remote; USD 60,000; Full time

Job summary

CAJEROPAY is seeking a dedicated Customer Success Team Lead to enhance user experiences within the fintech sector. The role involves onboarding new clients, managing existing accounts, and collaborating across teams to ensure customer satisfaction. This full-time position offers the flexibility of remote work and a competitive salary tailored to experience.

Benefits

Fully remote position

Competitive salary package

Qualifications

• Previous experience in customer success, account management, or support in fintech is preferred.
• Excellent verbal and written communication skills.
• Ability to manage multiple onboarding processes concurrently.

Responsibilities

• Serve as the primary point of contact for new customers during onboarding.
• Conduct product training sessions and support troubleshooting.
• Create and maintain documentation for customer support.

Skills

Customer Success

Communication

Problem Solving

Technical Aptitude

Organizational Skills

Education

Experience in customer success or fintech

Tools

CRM tools

Job description

At CAJEROPAY, we’re on a mission to simplify payments for the creator economy, currently focused on LATAM and emerging market customers. We are an established fintech player with decades of experience, featuring a dynamic and modern workplace environment. Our team thrives on collaboration, innovation, and bringing ideas to life. We are currently looking for a dedicated Customer Success Team Lead to join our team and help us continue to push the boundaries of creator economy payments.

About Us:

At CAJEROPAY, we’re on a mission to simplify payments for the creator economy, currently focused on LATAM and emerging market customers. We are an established fintech player with decades of experience, featuring a dynamic and modern workplace environment. Our team thrives on collaboration, innovation, and bringing ideas to life. We are currently looking for a dedicated Customer Success Team Lead to join our team and help us continue to push the boundaries of creator economy payments.

Role Overview

We are seeking a passionate, customer-focused full-time role to join our team and play a pivotal position in ensuring our customers experience a smooth and successful user journey, from signup, daily use, and beyond.

You’ll work closely with new clients to guide them through the initial stages of our platform, helping them unlock the full potential of our services. You’ll work with existing clients to ensure that there are no issues with our services. You will also manage our social communities, posting and responding to our followers. Your proactive support will be crucial in building strong customer relationships and setting the foundation for long-term success.

To start, the role will be fully hands-on, but we expect this role to plan and structure the processes to scale and to hire and manage employees according to the current client account needs.

Key Responsibilities

• Customer Onboarding: Serve as the primary point of contact for new customers, guiding them through the onboarding process to ensure a smooth and efficient experience
• Product Training: Conduct training sessions and demonstrations, helping customers understand key features, functionalities, and benefits of our platform
• Support and Troubleshooting: Provide prompt and effective solutions to onboarding challenges, ensuring customers are set up to use the platform confidently
• Scalable communications: Create and organize automations and templates to ensure high effectiveness and efficiency when dealing with inbound client requests
• Documentation and Follow-Up: Create and maintain documentation, including user guides and FAQs, and provide follow-up support post-onboarding to ensure customer satisfaction and retention
• Cross-Departmental Collaboration: Work closely with sales, tech, and product teams to address any customer-specific needs and communicate feedback for continuous improvement
• Customer Feedback: Actively collect customer feedback during and after onboarding to help identify areas for product and process enhancement, as well as opportunities for client testimonials
• Content Creation and Curation: Proactively create and request content that aligns with the value proposition that we offer to our customers
• Community Engagement and Moderation: Actively follow social best practices in the fintech space, and new social updates to stay ahead of any potential missteps, or to take advantage of any trends.

Qualifications & Requirements

• Experience: Previous experience in customer success, account management, or customer support in a fintech environment is strongly preferred
• Community engagement and management: Previous experience managing and growing active social communities
• Communication Skills: Excellent verbal and written communication skills, with a customer-centric mindset and the ability to explain complex topics in a simple, engaging manner
• Technical Aptitude: Proficiency in using CRM and onboarding tools, and comfort with web-based and software products; knowledge of payments processing and related technical terminology is a plus
• Organizational Skills: Strong attention to detail, with the ability to manage multiple onboarding processes concurrently while meeting deadlines
• Problem Solving: Proactive and solution-oriented, with the ability to think on your feet and troubleshoot common customer challenges independently
• Availability: Ability to work full time for the blocks: 10am-2pm EST, and 3pm-7pm EST
• Fluency in English

You will stand out if you also have:

• A knack for building rapport, showing empathy, and actively listening to customers to understand their unique needs and concerns is crucial. This human-centered approach is especially beneficial in fintech, where customers often need reassurance and trust-building around financial technology.
• Knowledge of Payments and Fintech: Familiarity with payments, financial services, or fintech products is highly advantageous
• Fluency in Spanish and or Portuguese

Why Join Us:

• Remote Work: This is a fully remote position, giving you the freedom to work from anywhere as long as you cover the required time blocks.
• Competitive Salary: We offer a competitive salary package that reflects your experience and skills.

If you’re excited about fintech, enjoy creating seamless customer experiences, and are eager to make a real impact in the tech space, we’d love to connect with you!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

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