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Innovative Program Success Specialist

hace 2 semanas

San José, San José, Costa Rica Trevipay A tiempo completo

At TreviPay, we foster a culture of continuous improvement through disruptive innovation. Leveraging 40 years of experience, strategic technology investments, and a commitment to helping businesses reach their full potential, we have expanded our portfolio of credit and payments technology solutions while infusing them with a unique local touch that drives deeply into geo-specific business processes and payments.

We create value for our business partners by delivering innovative solutions and logistics through a global team of local professionals. The key responsibilities include:

  • Embodying the TreviPay Mission and Values
  • Meeting or exceeding department metrics, program Service Level Agreements (SLAs), and department Service Level Standards (SLSs)
  • Skillfully de-escalating challenging customers, clients, or merchants and providing exceptional customer support
  • Routing escalated requests and unresolved issues to the appropriate team members
  • Serving as the primary contact to clients, merchants, and customers, providing timely, accurate, and comprehensive responses and resolutions to common questions and issues regarding supported programs, systems, processes, and procedures
  • Providing feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations, and subsequent training and documentation

The ideal candidate should possess:

  • A strong background in customer support with heavy inbound call volume
  • Motivation and enthusiasm with a desire to be in Customer Success
  • Organizational skills and ability to communicate summaries of completed tasks to leaders
  • Ability to skillfully manage challenging customer situations
  • Coachability and willingness to improve performance based on feedback
  • Proficiency in Outlook, Word, and Excel
  • Ability to work in a team and independent environment
  • Professional written and verbal communication skills

TreviPay's Core Competencies include:

  • Demonstrating professionalism: Maintaining accountability, promoting respect, staying work-focused, being punctual, demonstrating a positive attitude, minimizing conflict, and encouraging others
  • Active listening
  • Helpfulness
  • Authenticity
  • High responsiveness
  • Change agent mentality
  • Positive attitude
  • Confidence
  • Positive body language
  • Displaying mindfulness
  • Resourcefulness
  • Empathy
  • Team mindset
  • Flexibility
  • Tone of voice
  • Forward thinking
  • Trustworthiness

TreviPay's purpose is to help businesses grow, its vision is to bring innovation and payment expertise to every business in the world, and its mission is to make B2B payments easier, faster, and smarter.

We value:

  • INGENUITY: We pride ourselves on creative problem-solving and seizing opportunities
  • EMPATHY: We actively listen to understand and support diverse viewpoints across the globe
  • TENACITY: We are committed to our customers' success and give employees autonomy to make decisions

Why you'll love working at TreviPay:

  • Competitive salary
  • Generous paid time off
  • Comprehensive benefits package
  • Casual environment and dress code
  • Employee referral program

We believe in:

  • Saying yes to unique and challenging requirements
  • Empowered team members are creative team members
  • Our products make the customer's day better
  • Work-life balance makes us more effective