Customer Support Representative

Qualco Group; Kentucky; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Meal vouchers

Annual bonus programs

IT equipment

Mobile phone

Data plan

Private health insurance

Onsite gym

Wellness facilities

Career development tools

Mentoring and learning opportunities

Employee referral bonus

Volunteering activities

Job summary

Qualco Group is seeking a Customer Support Representative to be the first point of contact for corporate, SME, and small business users on our new fintech platform. You will provide Level 1 support via phone, email, chat and other channels, diagnose issues, and log interactions in the CRM.

Collaboration with product and engineering will be required for escalations. We require a degree in Business Administration, at least 3 years in customer support in fintech/SaaS, strong communication skills,

Qualifications

• Degree in Business Administration or related field.
• Minimum 3 years in customer support, fintech, SaaS or financial services.
• Comfortable using CRM tools and ticketing/live chat/telephony platforms.
• Fluent English; additional languages are a plus.

Responsibilities

• Provide direct, front-line (Level 1) support to corporate and SME users via phone, email, chat and other channels.
• Diagnose issues, guide users through troubleshooting, and resolve platform and onboarding queries.
• Log, categorize and track all interactions in the CRM/ticketing system.
• Escalate issues requiring product, engineering or commercial input with clear notes.
• Follow up to confirm issues are resolved and customers are satisfied.
• Maintain a knowledge base of common issues and resolution steps.
• Identify recurring issues and feedback to the product team for improvements.
• Support onboarding queries for new users with Sales and Marketing teams.
• Ensure activities comply with regulatory requirements and the Group's anti-bribery policy.

Skills

Communication

Problem-solving

Empathy

Fluent English

Education

Degree in Business Administration

Tools

CRM systems

Ticketing systems

Live chat tools

Telephony platforms

Job description

We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy.

The role concerns the development of digital financial products within the QUALCO Group ecosystem. We are launching a new platform to empower corporates in their financial management needs for working capital, B2B transactions and financial information. Large corporates, SMEs and small businesses can all interact through a single platform that offers simplicity, clarity and very low transactional costs. The platform will be launched in Greece, and we are planning to expand into other countries through partnerships.

We are looking for an experiencedCustomer Support Representative to be the first point of contact for the platform's corporate, SME and small business users whenever they face an issue on the platform.

What You Will Do

• Provide direct, front-line (Level 1) support to corporate, SME and small business users experiencing issues on the platform, via phone, email, chat and other support channels;
• Diagnose reported issues, guide users through troubleshooting steps, and resolve platform, onboarding and account queries;
• Log, categorize and track all support interactions accurately in the CRM/ticketing system, ensuring nothing falls through the cracks;
• Escalate issues that require product, engineering or commercial input, with clear and complete case notes, and follow them through to resolution;
• Follow up with users to confirm issues are fully resolved and satisfaction is high;
• Maintain and contribute to a knowledge base of common issues, FAQs and step-by-step resolution guides;
• Identify recurring issues or friction points in the user experience and feed them back to the product team;
• Support onboarding queries for new corporate, SME and small business users joining the platform, working closely with the Sales and Marketing teams;
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• Degree in Business Administration or any other field;
• Minimum 3 years of previous experience in customer support, customer service or call center role, ideally in fintech, SaaS or financial services;
• Comfortable using CRM tools and call center / helpdesk digital tools (ticketing systems, live chat, telephony platforms) to manage and track cases;
• Familiarity with marketing tools and customer communication platforms, to support onboarding and campaign-related queries;
• Excellent communication skills, both verbal and written, with the ability to explain platform issues clearly and calmly to non-technical users;
• Strong problem-solving skills and attention to detail when diagnosing and logging issues;
• Patient, empathetic and customer-first mindset, especially when handling urgent user issues;
• Good working understanding of statistics/data to help spot patterns in recurring support issues;
• Fluent in English; additional languages are a plus given the platform's continuous growth;
• Experience supporting a B2B fintech, banking or payments platform;
• Basic understanding of working capital, invoicing or B2B financial information concepts;
• Experience with ERP-integrated platforms or invoice management systems.

Your Life @ Qualco Group

As a #Qmember, you'll embody our values every day, fostering a culture of teamwork & integrity, passion for results, quality & excellence, client focus, and agility & innovation. Within a truly human-centred environment built on mutual respect and trust, your dedication to our shared vision will not only be recognized but also celebrated, offering boundless opportunities for your personal and professional growth.

Find out more about #LifeatQualcoGroup qualco.group/life_at_qualco_group

Join the #Qteam and enjoy:

• Competitive compensation, Meal vouchers, and annual bonus programs.
• Cutting-edge IT equipment, mobile phone, and data plan.
• Modern facilities, free coffee, beverages, indoor parking, and in-house restaurant.
• Private health insurance, occupational doctor, workplace counselor and nutritionist.
• Onsite gym, wellness facilities, and ping pong room.
• Career and talent development tools.
• Mentoring, coaching, personalized annual learning, and development plan.
• Employee referral bonus, regular wellbeing, ESG, and volunteering activities.

At QUALCO Group, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behaviour.

Application Note:

All CVs and application materials should be submitted in English.

Disclaimer:

QUALCO Group collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.