Client Support Manager

Qolo is an enterprise platform technology company that provides next-generation payment solutions and services aimed at helping corporations and people across the world. Our vision is to redefine payments verticals globally and enable our clients to be market leaders in their sectors. 

In order to help us realize this vision, we need people who can gather and articulate valuable insights into our business and who engage openly and frequently across our organization.  Determination, dedication, and hard work are essential elements to help us along this challenging, but exciting and rewarding, journey. 

We hire self-driven professionals who are passionate about delivering quality products and services to our clients, while providing them the opportunity to further their career development.  Learn more about us and why we work here at Qolo.

The role:

The Client Support Manager is primarily responsible for providing support to our customer base. This encompasses becoming a product expert as well as an educator and advocate. They will guide our clients through best practices as well as listen to their feedback and identify ways we can continuously improve. Our Client Support Manager will also be the first point of contact for any client related issues, and work to resolve them quickly and efficiently.

What you’ll do:

 

  • Primary point of contact for the client and internal teams for all day to day client interactions and activities

  • Collaborate with implementation and operations teams to understand the client’s business thoroughly

  • Provide in depth understanding of client programs

  • Train clients on company tools and portals

  • Monitor production tickets, timelines of responses and escalate concerns

  • Recommend changes for organizational and process improvementWork cross functionally with development, production, support to articulate and troubleshoot client issues

  • Participate in client life cycle initial stages to share ownership of key implementation decisions Influence decisions based on post-implementation operations for long-term client success

  • Ensure client satisfaction is achieved by engaging with the business support teams to deliver exceptional customer experience

  • Regular engagement with Account Managers to review account status, activities, forecast and profitability 

 

What you’ll need:

  • 3-5 years of client support experience

  • Excellent verbal and written communication skills.

  • Excellent interpersonal and customer service skills.

  • Strong analytical and problem-solving skills.

  • Strong organizational skills and ability to multi-task

  • Proficient with Microsoft Office Suite or related software.

  • Thorough understanding of technology commonly used by clients and employees.

  • Ability to explain technical problems to nontechnical employees.

  • Experience with Jira or similar

  • Bachelors degree

Bonus points for:

 

  • Experience working with start-up organizations

  • Financial technology and payments processing industry

Who wouldn’t want to work here!?!

  • Fully remote

  • Competitive salary packages

  • Comprehensive medical, dental, vision and life insurance benefits (Qolo contributes 75%!)

  • Self Managed PTO Policy

  • 401(k)

 

Qolo, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.