Customer Success Associate (Rolling Intake)

PayMongo is the Philippines’ leading financial operating system, enabling businesses to accept payments, manage finances, and scale effortlessly. Over the next few years, we aim to redefine the financial landscape with innovative solutions that simplify and empower business growth.

As a Customer Success Associate, you will work closely with a wide range of innovative businesses. Each customer encounters different challenges and you will act as a trusted business advisor, helping them effectively leverage our products to drive overall business growth.

Within PayMongo, Customer Success sits at the nexus of our Sales, Product, Marketing and Growth teams helping to drive company growth and transforming the way payments are processed in the Philippines. Our Customer Success Associates act as partners to our customers, serving as the bridge between their needs and our products.

You will:

• Help our merchants grow their businesses by helping them with their day-to-day inquiries
• Become a PayMongo product expert, driving product education with our merchants and leading them to value
• Simultaneously coordinate with multiple merchants who are at different points on the customer lifecycle
• Serve as the voice of the merchant internally by engaging in product discussions and translating customer usage and user feedback into actionable insights and feature ideas
• Assist in Qualitative Analysis with our partner outsource agency.
• Assist in implementing Customer Experience research (Example: Net Promoter Score, Churn Analysis, Journey Mapping)
• Gain unique insights into how thousands of businesses on PayMongo work
• Learn how PayMongo operates and make a real impact

You may be a fit if:

• You have experience using CRM software such as Intercom, Zendesk, etc.
• You have great attention to detail with excellent verbal and written communication skills in English
• You are a teacher at heart with the ability to breakdown complex ideas and explain them in the simplest language
• You can empathize with a variety of business stakeholders and have a huge capacity for patience and calm, even when everyone around you is freaking out
• You are interested in learning all you can about how to provide world-class customer support
• You have excellent problem solving ability and love to solve complex issues especially when the answers are not readily available
• You embody a growth mindset and seek out opportunities to constantly grow and learn more about the product, the industry, and your customers
• You are an effective team player, resourceful self-starter, and creative problem solver who is comfortable with some ambiguity and can excel under pressure
• You execute with excellence and have a deep track record of creating significant impact for your customers
• You have a strong interest in fintech

PayMongo is a financial technology company empowering businesses to scale and thrive with powerful financial tools. We started the company in March 2019, and we are backed by Silicon Valley's most forward-thinking investors including Y Combinator, Peter Thiel, Founders Fund and Stripe. We are looking for people with passion, grit and the integrity to help us build the future of payments.