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SalaryStenn is one of the leading FinTechs in Europe and a category leader in the verticals and markets it operates in. Founded in 2015, Stenn's purpose is to connect international SMEs to the global financial system, helping to bridge a reported $3.6 trillion (USD) financing gap through a fast, simple online platform. To date, Stenn has enabled over $18 billion (USD) of finance to SMEs in 3 verticals and 4 markets, with capital provided by several blue-chip banks and institutional fund managers across the globe.
Rapid expansion continues at Stenn, as under-served SMEs seek financing solutions to manage significant macroeconomic and supply chain disruption; and this follows our $50 million Series A fundraise in 2022, valuing Stenn at $900 million.
Our HQ is in London with employees across the globe, including the USA, Europe and China. We are made up of diverse, highly skilled professionals who work in an innovative way to develop and drive our business further. Our people are empowered to work autonomously through a trusting leadership style which encourages learning.
Stenn are looking for a Customer Support Specialist. Could this be you?
You probably want to know what's involved?
The Customer Support and Success organisation is responsible for delivering the best-in-class customer experience. We address day-to-day queries quickly and efficiently and establish long-term, strategic relationships that help our customers drive value from our platform. Internally, we partner closely with Sales, Risk, Legal, Finance and Technology to support customers' needs, advise on developing new products and implement platform optimisations.
We are looking for team members to join our Customer Support Team, who will be customers' first point of contact as they discover how to get the most value from our platform. This role is key to delivering a great customer experience and increasing customer satisfaction.
The successful candidate
You will be open, organised, customer-driven and detail-oriented. You will take pride in your work ethic and be eager to take part in writing the company's success story. You will embrace a flexible mindset and be dedicated to continuous learning.
Main Duties:
- Serve as the primary point of contact for client inquiries, providing courteous and efficient support over the phone.
- Assist clients with questions, concerns, and requests related to our Revenue-based Financing service, ensuring timely resolution and client satisfaction.
- Monitor connections to third-party systems, promptly identifying and addressing any disconnections to minimise client disruption.
- Proactively troubleshoot technical issues related to the connection process, collaborating with internal teams and external partners for resolution when necessary.
- Document client interactions, issues, and resolutions accurately in our CRM system, maintaining comprehensive records for reference and reporting purposes.
- Identify opportunities for process improvements and share insights with the team to enhance overall service quality and efficiency.
- Take ownership of answering customer queries within agreed SLAs / SLOs
- Collaborate effectively with cross-functional teams, including Revenue, Risk, Operations, and Technology, to address client needs and deliver a seamless customer experience.
- Drive self-service/automation via identification of recurrent queries
- Provide feedback on how to optimise further/automate processes
- Build a strong business relationship with internal teams
- Review and action CSAT feedback
How do you know if you are the right candidate?
- A bachelor's degree in business administration, finance, or a related field is preferred.
- Proven experience in a Customer Support role, preferably in a B2B environment.
- Strong communication skills, with the ability to articulate complex concepts clearly and effectively over the phone.
- Excellent problem-solving abilities, with a proactive and resourceful approach to resolving client issues.
- Technical aptitude and familiarity with CRM systems; experience with third-party system monitoring is a plus.
- Ability to work independently and prioritise tasks in a fast-paced environment, with a keen attention to detail.
- Positive attitude, patience, and empathy when interacting with clients, demonstrating a commitment to delivering exceptional service.
- Flexibility to adapt to evolving business needs and willingness to collaborate with diverse teams.
- Knowledge of financial services, particularly Revenue-Based Financing, is advantageous but not required.
- Any other spoken languages are a plus
- Should be committed, highly motivated, perform at a high standard, have a 'hands-on' approach to work and display a calm and professional manner when dealing with both internal and external stakeholders
We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.
At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone's unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.
