Joom Group

Senior Customer Support Specialist at Joompay

Full-Time in Riga, LV - Mid Level

Joompay is a fintech service for daily financial transactions in Europe. Joompay’s mission is to help people to control their expenses and save money. We operate from our Luxembourg headquarters under our own financial license.

Joompay is one of the key businesses of Joom, international group of e-commerce and fintech companies that was founded in 2016 in Latvia. Joom also includes four other businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany; Joom Logistics, a business that provides logistics, technology and infrastructure services for cross-border eCommerce; JoomPro, a platform for cross-border wholesale trade. Joom offices are located in Latvia, China, Hong-Kong, the USA, Germany, Luxembourg, and Russia.

Currently our Joompay team consists of 40+ people, so we are looking for energetic and responsible specialists to build the company core. We want all the team members to add their unique value to help Joompay become a strong player and a valid competitor on the Fintech market.

We are looking for new employees to establish a fast and effective support team in our office in Riga, Latvia. We'd like our customer support to become an essential part of Joompay experience and function as an autonomous product within our ecosystem.

Responsibilities

  • Collaborate with the 1st line of Support team in resolution of complicated cases and ensure their best performance
  • Communicate with Users and help them make the best out of our products
  • Facilitate internal process improvement and be proactive in making the system evolve. Communicate internally on performance
  • Facilitate product improvement, share Insights with management and other relevant departments. Unveil trends, behaviours, that may be beneficial to new campaigns, features, and products
  • Provide responses to our customers in social medias and work with negative reviews in App Store and Google Play
  • Develop internal knowledge base

Requirements

  • Being solution oriented, flexible, and caring about details
  • Excellent communication and interpersonal skills
  • Excellent organisational skills including prioritising, scheduling, time management, and meeting deadlines
  • Fluent in English
  • Ability to express in a concise manner
  • Tolerating mundane and repeating tasks
  • Keeping an open mind towards working on weekends and holidays

Preferred

  • Previous experience in customer support of at least half a year
  • Basic understanding of European banking
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Experience as a copywriter, translator or writer
  • Knowledge of other European languages

We are offering

We work all over the world:

  • Creating international products with millions of users
  • Flexible working hours from the office or from home

We share our success:

  • Stock options for every employee
  • Attractive salary with regular appraisals

We appreciate each other:

  • Cozy office in the center of Riga
  • State-of-the-art equipment to choose from (Mac, Windows, Linux)
  • Team-building activities all over the world
  • Professional conferences, public speaking workshops, lectures, free English lessons

We take care of your health:

  • Medical insurance covering dentistry services
  • 100% sick pay
  • Free food, juice, fruits at the office
  • A well-being program