Merchant Experience Coordinator

Posted:
11/21/2024, 4:23:59 AM

Location(s):
Paraná, Brazil

Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior

Field(s):
Customer Success & Support

EBANX is the leading payment platform connecting global companies with customers from the fastest-growing digital markets in the world.

Since the beginning of our journey, we have had one mission: to provide global access for everyone. We believe that transforming challenges into opportunities and making the impossible part of the journey is crucial! That's precisely why we created a payment technology that builds bridges between people and businesses every day in 29 rising markets across the globe.

We call ourselves ebankers, we are global thinkers, we value diversity, we foster creativity and we work hard to connect businesses and people worldwide through payments. Let's make history together?

Merchant Experience is one of the key teams at EBANX, and through our Merchant Experience Operation Coordinator, we ensure the quality of our support to our merchants.
Our service is personalized. We stand out for the quality of our support because our team is Committed, Thinks Big, and Perseveres in their goals.If you are focused on people management, are Customer Obsessed, and want to deliver a fantastic experience to our merchant, MX is the place for you!In addition to trying to conquer the world, your main activities will include:

Overseeing support ebankers across the e-mail and new upcoming channels, providing a personalized, quick, and efficient response while always keeping in mind the merchant's experience with EBANX.
Providing performance feedback and supporting the development of the team members.
Monitoring key merchant support metrics and performance.
Gaining in-depth knowledge of our business and solutions to resolve any issue.

What is essential for this role?

Previous experience in people management.
Experience with customer service/merchant support teams.
Fluent English.
Resilience, empathy, and the ability to handle conflicts while leading a team.
Understanding of key support channels to effectively connect with our diverse products.
Data-driven mindset—making decisions based on data.
Strong analytical skills to process information and data, with a focus on objective analysis and results delivery.

What would we love to see?

Previous experience with Sales Force.
Ability to build strong relationships with key stakeholders and peers, ensuring regular communication.
Great communication skills.
Big Dreams, Perseverance, Commitment, Knowledge, and a Results-Driven focus—these are non-negotiable values!

EBANX offers:

Spanish, English, and Portuguese classes;
Meal Allowance;
Transportation voucher (if needed);
WAVES - Program of goals and results (variable compensation);
EBANX Play - Wellness (Gympass, e-Sports, SESC );
EBANX Education: financial support for undergraduate, graduate, and MBA programs so you can develop important skills for your career;
EBANX Skills: budget for workshops and courses;
EBANX Flexible: Birthday Day Off;
Semi-flexible hours (8 hours a day - Monday to Friday);
EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women;
EBANX Health: Health and Dental Insurance, with subsidy for dependents and medicine subsidy for ebankers;
Life Insurance: Life Insurance 100% paid by EBANX;
Blue Club: Exclusive discount for ebankers in bakeries, restaurants, courses, electronics stores, and more!

EBANX

Website: https://ebanx.com/

Headquarter Location: Curitiba, Parana, Brazil

Employee Count: 501-1000

Year Founded: 2012

IPO Status: Private

Last Funding Type: Series B

Industries: E-Commerce ⋅ Financial Services ⋅ FinTech ⋅ Payments

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