About Tradeshift

Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from 18 different countries with hubs in Bucharest, Copenhagen, Kuala Lumpur, and San Francisco. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company. 

About The Role

We're the team that's on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, manage projects, architect and deliver technical implementations and are ready to do what is needed to ensure our users are enabled to succeed.

What You’ll Be Doing

• Qualify support tickets submitted by customers, by making sure that all of the information required for troubleshooting is present. 
• Understand and identify the root cause of the support tickets.
• Respond to customer queries in a timely and accurate manner, by drawing upon your own personal knowledge of best practice solutions and Tradeshift knowledge-base. 
• Identify and forward support tickets related to other departments in a timely and efficient manner.
• Escalate incidents that meet the criteria of Urgent incidents to the Team Lead or World on Fire channel.
• Empathize with customers and provide the best customer service.
• Ensure high quality of ticket handling, paying attention to communication used, and specific care for sensitive customers.
• Be able to organise and prioritise a large portfolio.
• Strive for continuous improvement and drive progress on all tickets.
• Meet all established service level objectives.
• Provide LIVE support for our customers.
• Working with international customers.

Let’s Connect If You…

• Are fluent in English
• Have 2+ years experience in SaaS based customer account/operations support is preferred
• Have a deep and demonstrated passion for outstanding Customer Service
• Have demonstrated ability to work well under pressure
• Possess strong prioritization and collaboration skills
• Have the ability to keep calm and retain a positive attitude
• Are able to work independently and in a team environment
• Are available for US Shift

We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to EEO guidelines.