Customer Service Representative

Job description

ABOUT APRON Apron is building something game-changing. Founded in 2021, Apron set out to help SMBs win. Small businesses are the backbone of the economy, yet the systems they rely on (particularly around payments) are slow, manual and not built for them. The biggest threat to small business is cash flow, often stemming from a gap between the demand payments put on owners and the aptitude to make the payments effectively. Apron changes that. We are closing the gap by digitising and simplifying the payments process: capturing invoices, issuing expense cards, paying and getting paid, all in one place. We have grown fast over the past few years, expanding our team to circa 100 individuals across the UK, Germany, Spain and more. We are backed by Index Ventures, Bessemer Venture Partners, Zinal Grow and Tony Fadell and we’ve raised $50m. The ambition from here is not incremental growth. Apron is building a category-defining, global fintech business with a clear path to significant revenue scale and international expansion. The next phase requires not just great products and ambition, but a world-class team. WHO WE’RE LOOKING FOR Do you have a knack for solving problems and a passion for delivering exceptional customer service? Are you excited about the opportunity to learn and grow in the dynamic world of payment solutions and helping accountants and business owners? If so, we’d love to hear from you! We are seeking a Customer Service Representative (Junior) who thrives in a fast-paced environment, has at least 6 months of experience in customer support, and is eager to contribute to our mission of redefining business payments and helping companies save time and money. WHAT YOU’LL BE DOING As a Customer Service Representative, you’ll play a key role in ensuring our customers have a positive experience with our platform. Your responsibilities will include: - Responding to customer inquiries via email, chat in a timely, accurate, and professional manner. - Providing clear and concise guidance on platform features and benefits. - Investigating and resolving customer issues related to payment processing, documents data extraction, account management, and other inquiries. - Escalating complex cases to senior team members while maintaining ownership of the issue until resolution. - Assisting customers in understanding our platform and maximizing its benefits for their businesses. - Sharing tips and best practices to enhance user experience. - Working closely with product and operations teams to report customer feedback, identify patterns, and propose improvements. - Participating in team projects aimed at enhancing customer satisfaction and refining support processes. WHAT YOU’LL NEED - Experience: - Minimum of 6 months of experience in a customer support role. - Familiarity with customer support tools (e.g., Intercom, Zendesk) and documentation tools (Confluence) is a strong plus. - Skills: - Excellent verbal and written communication skills in English (additional language skills are a plus). - Genuine ability to understand and anticipate customer needs, showing patience and compassion in every interaction. - Strong critical thinking skills with a solution-oriented approach to addressing challenges efficiently and effectively. - Demonstrated ability to work well within a team, contributing positively to a collaborative environment. - A dependable and thorough approach, ensuring all customer questions are addressed completely. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. WHAT WE OFFER - Hybrid work setting in our Krakow office (3 times per week). - Two rolling shifts: morning and afternoon. - Comprehensive onboarding and training to ensure your success. - Competitive compensation and growth opportunities. - A supportive, inclusive, and dynamic team environment.