Support Specialist

Application closed

👋 We're looking for a Support Specialist

You'll be the face and voice of Nomod to our users. Read on to figure out whether this could be right up your alley!

Full-time · Remote

About the job

We’re looking for a Support Specialist to join our Support team. The ideal candidate is a proactive problem solver with great communication skills who will relish being the face and voice of Nomod to our users.

As a Support Specialist, you 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
  • Assist potential new users with their queries on Nomod’s current and upcoming features
  • Provide guidance to users experiencing issues, and work with them to find solutions in a timely manner
  • Support merchants in managing and challenging disputes and chargebacks
  • Work closely with our Risk team to augment account reviews and communicate with users as part of this process
  • Triage support requests to determine urgency, and escalate where necessary
  • Manage and respond to online reviews across various platforms
  • Assist team leads in spotting patterns in support interactions, contributing to our Help Centre content, and sharing recurring feedback to our Product and Engineering teams when appropriate
  • Work with an agile, globally distributed team and be able to harness constructive feedback
  • Be proud of what you work on, whilst obsessing about the quality of what you produce
  • 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
  • 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!

What we'd like

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 Specialist should:

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

Nice to haves

  • Prior experience at a high growth startup or at an established fintech firm
  • Fluency in other languages in addition to English
  • Experience working with a remote, global, multicultural team

What you'll get

As a Support Specialist you will receive:

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

About Nomod

At Nomod, we're building a financial operating system for forward thinking businesses in emerging markets. We're starting with making it incredibly easy to sign up and start accepting card payments both in-person and online. Next up, we're working on holding money, spending money, making payments, and providing fast access to credit!

Nomod is a globally distributed, fully remote organisation, headquartered out of London.

Apply to be our next Support Specialist

Ready to join us? We'd love to hear from you ⤵️

About Us

Nomod is a globally distributed, all remote organisation, headquartered out of London

Nomod was part of Y Combinator's Summer 2021 batch and is backed by a global smorgasbord of the world's best fintech investors