Customer Operations Executive

Company and Team Overview At Liberis, our mission is to empower small and medium‑size businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their lifecycle. The Customer Operations team is a global, multi‑skilled team under the Global Operations umbrella. Our objective is to provide the best experience to merchants and partners, giving 5‑star service on every interaction. We own the merchant experience from point of sale, ensuring a smooth onboarding experience and collaborating closely with Sales, Underwriting, Treasury and Collections. We also look after all active merchants, assisting with queries and account amendments. We collate and respond to all customer feedback, sharing it with the rest of the business to drive change and improve the merchant journey. Responsibilities Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails and live‑chat. Be the voice of the customer to the rest of the business by collating and sharing customer feedback. Collaborate with other departments to make the customer journey quick, positive, and frictionless. Identify and solve customer payment queries. Use your bilingual skills to assist customers who require support in their respective languages. Own the customer query and investigation from point of escalation through to resolution. Be open‑minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution. Perform admin tasks for in‑life customers. Show strong ability to multitask and prioritise tasks in a fast‑paced work environment. Exercise active listening skills to understand and address customer needs. Use Salesforce CRM, Zendesk and other software tools. Provide support to the colleagues in your team for quick customer resolution. Fill in when needed for other in‑life teams and colleagues. Work as part of a close‑knit team with a shared vision of doing right by the customer. Demonstrate Liberis values: to be open, interested, proactive and bright. Qualifications Previous experience or an interest in a career in FinTech. Love talking to customers to find ways to solve problems efficiently and independently. Can manage a continuous high workload by planning and prioritising, while enjoying the daily rush of unexpected new tasks and adapting quickly. Want to support on additional projects that will aid development. Have strong analytical skills and are comfortable working with numerical data to assist with customer queries. Want to grow within Liberis, with an opportunity to develop and evolve this role further. This role is crucial to expanding our Customer Operations function and offers opportunities for cross‑functional collaboration and development. Fluency in Spanish or French, in addition to English, would be preferred but is not essential. Work Environment Our hybrid policy requires team members to be in the office at least three days a week, ideally four. We embrace flexibility while valuing the importance of time together in the office. #J-18808-Ljbffr Liberis