Partner Customer Support

Job description / Role

Partner customer support description

Rapyd has unified payments, payouts and fintech on one worldwide platform, and were assembling the worlds best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.

We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and lets build the future of fintech together.

Rapyd is looking for a dynamic, high-impact partners support specialist who is technically savvy, creative, and curious to provide exceptional high-touch user experience to our clients and partners. This is a hands-on role and you will wear many hats; from interacting directly with our merchants and partners, working closely with other teams to ensure a seamless experience for our users, debugging, and developing monitors for the production environment.

Responsibilities

• Be the first line of defense and escalation for any technical issues
• Elegantly handle customer requests and maintain Rapyds SLA and customer satisfaction
• Escalate and own issues internally and externally with service providers and partners
• Develop monitoring tools for the production environment
• Extend our knowledge base
• Work across departments (Engineering, DevOps, Professional Services, etc.) to resolve customer issues
• Cover on-call shifts as needed to support our global coverage model

Requirements

• Proficient in English
• 3-5 years of experience in customer support required
• Able to work independently from our regional office and home
• Customer-facing experience in a B2B global company
• Knowledge of API management and bug reporting tools
• Ability to work under pressure in a fast-paced environment
• Great technical writing and verbal communication skills
• Strong troubleshooting skills using multiple tools and logs correlation
• Knowledge in the following tools: SQL, Postman, Kibana, Jira, Confluence
• Experience in the payments industry is a big advantage