Nomod

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Support Lead

  • Customer & Community
  • Full-time
  • Remote

We’re looking for a Support Lead to lead our Support team. The ideal candidate is a proactive problem solver with exceptional communication, organisation and leadership skills, who will relish being the face and voice of Nomod to our users.

As a Support Lead, you will:

1. Lead a team that will be on the frontline of engagement with hundreds of merchants that rely on Nomod for their businesses, interacting with them over email and via live chat and voice in the future
2. Assist potential new users with their queries on Nomod’s current and forthcoming features
3. Provide guidance to users experiencing issues, and working with them to find solutions in a timely manner
4. Support users in managing and challenging disputes and chargebacks
5. Work closely with our Fraud team to augment account reviews and communicate with users as part of this process
6. Triage support requests to determine urgency, and handle support escalations
7. Manage and respond to online reviews across various platforms
8. Analyse support queries to spot patterns, contribute solutions to our Help Centre content, and provide feedback to influence the development of our product
9. Build, support, and manage projects across the organisation
10. Work with an agile, globally distributed team and be able to harness constructive feedback
11. Be proud of what you work on, whilst obsessing about the quality of what you produce
12. Have regular opportunities for career growth. We’re growing quickly and are forming new teams as we do. We have a bias towards internal promotion into leadership roles
13. Ensure that everyone is blown away with their Nomod experience

You’ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!

Requirements
You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use or introduce us to new ways of working.

Having said that, we think a Support Lead should:

1. Be educated to at least degree level or equivalent
2. Have previous experience in a customer support role, ideally in a consumer tech, or hospitality environment
3. Have exceptional written and verbal skills in in English. If you’re bi or trilingual in Arabic, Hindi or Urdu, that would be incredible
4. Have an ability to quickly build a rapport and see things from the perspective of our users
5. Obsess about making and keeping users happy
6. Have lots of energy, be proactive, think quickly and revel in solving problems
7. Enjoy building relationships with people, and have excellent interpersonal skills and emotional intelligence
8. Chrome, Gmail, Google Docs, and similar web tools are second nature
9. Be creative, innovative, data driven, and have the ability to take on lots of responsibility, while orchestrating multiple deadlines and pushing for outcomes
10. Deliver no matter what it takes
11. Have the ability to thrive in a fully remote, distributed organisation
12. Be lots of fun to work with!

Nice to Haves:
1. Prior experience at a high growth startup or at an established fintech firm
2. Experience scaling a customer support function
3. Fluency in other languages in addition to English
4. Experience working with a remote, global, multicultural team

Benefits
As a Support Lead you will receive:

1. Your choice of equipment
2. Competitive pay
3. Access to our upcoming ESOP
4. Incredible co-workers (yep, really!)
5. A super nice, flexible, distributed work environment


Remote restrictions

  • Workday must overlap by at least 5 hours with Dubai - United Arab Emirates