Senior Customer Care Specialist

Senior Customer Care Specialist

About Us

Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid and credit transactions annually, supporting consumer and corporation FinTechs, digital banks and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable and scalable technology.

Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

About The Senior Customer Care Specialist Role

We are seeking a Senior Customer Care Specialist to be responsible for ensuring Thredd’s customers benefit from the highest level of customer support as well as providing expertise in their extensive use of our platform and services.

What you will be doing as a Senior Customer Care Specialist

Customer and Client Centricity

• Being a key point of contact for all Thredd customers
• Having a detailed understanding of customer businesses (products, customer journeys and volumes) and needs
• Providing end to end ownership of client requests to successful and timely resolutions

Data & Reporting

• Providing analysis on card and transaction data

Quality & Controls

• Understanding, following and adhering to defined incident management procedures and communication plans
• Appropriately escalating potential issues as per defined processes, providing the required information needed to investigate thoroughly

Leadership

• Creating learning opportunities to enable team member performance and development
• Building bridges between departments especially within Implementations, Account Management, Application Support and Product
• Identifying and delivering continuous improvement, engaging the team and managing challenges positively

What you will bring to the Senior Customer Care Specialist position

• Strong understanding and experience of cards and issuing
• Strong stakeholder management and experience working with high-level stakeholders such as Heads and C-Suite
• Experience working in a fast-paced environment where customer service is time critical and has a direct effect on the bottom line
• Experience working in a payments operational environment
• Experience working in a B2B and customer facing service role within payments
• The ability to manage, lead and mentor
• Experience with JIRA and Confluence
• Experience with SOAP, ELK, Postman would be desirable