Job Description:
Customer Success Associate
Grey is building inclusive global banking for individuals and businesses across emerging markets. We help customers own US, UK, and EU bank accounts (irrespective of wherever they are in the world), to enable them to send, receive, save, and spend foreign currency easily.
With over 1 Million customers acquired, we believe we're building one of the fastest-growing Fintechs in emerging markets. Our product is live to customers in 80+ countries (across 4 continents) and we're processing millions of dollars everyday. We've raised over $2M from YCombinator, SomaCap, TRUE Capital, Ingressive Capital, and other high-profile investors.
We're an agile startup focused on building an amazing & reliable product, shipping and iterating quickly, and deepening our product market fit. We're looking for high-agency people to help us achieve our vision - to make globalization work for everyone. We're a fully remote company with staff in the US, UK, Canada, Portugal, Brazil, India, Ghana, Tanzania, Nigeria, and Rwanda.
We are looking to hire a customer success associate to join our customer success team. The ideal candidate should be articulate, emphatic, customer-focused, engaging to the core, dedicated, able to work independently, has text experience and also a team player. Customer success is a very crucial role and would help in providing the best experience for our users as we scale.
Key Responsibilities
- Prioritize customer satisfaction with a helpful, empathetic, and solution-oriented approach
- Respond to customer inquiries about product features, account issues, and company information
- Troubleshoot technical issues and escalate unresolved problems to the appropriate teams
- Manage live chats and emails using support tools, ensuring accurate and complete responses
- Document customer feedback and internal processes to support continuous improvement
- Maintain deep knowledge of company products, services, and support policies
- Act with integrity, communicate clearly, and approach customers with empathy, patience, and professionalism.
- Ensure timely and accurate responses to customer queries
- Build and maintain strong customer relationships to encourage loyalty
- Support customer onboarding and feature adoption through education and helpful resources
- Collaborate with internal teams to resolve issues and improve the customer experience
Qualifications:
- 3-5 years of experience in client relationship management in a fast-paced, customer-centric environment
- Strong verbal and written communication skills in English
- Calm under pressure and able to handle difficult customer situations
- Effective at multitasking, prioritizing, and time management
- Quick learner with strong problem-solving skills; able to work independently in a remote setting
- Collaborative team player with cross-functional communication skills
- Proficient with CRM and support tools (e.g., Freshdesk, Zendesk, Intercom)
- Skilled in managing complex customer service cases
- Comfortable in a dynamic startup environment