ABOUT PLOOTO

82% of small businesses fail due to poor management of cash flow. Our vision is to enable the advancement of Small and Medium-sized Businesses (SMBs) by developing the tools & insights they need to maximize their cash flow. Over 10,000 businesses and their finance teams trust Plooto to automate their financial processes so they can focus on reaching their true potential.

THE ROLE:

As a Customer Experience Specialist, you will be a key player in ensuring our customers have an exceptional experience with our platform. You will provide expert-level support to our users and help resolve complex issues by launching support escalations. This role requires a deep understanding of our platform, excellent problem-solving skills, and a customer-centric mindset.

WHAT YOU’LL DO:

Customer Support

• Provide customer support via phone, e-mail & live chat, resolving complex issues related to our products.
• Resolve customer issues efficiently while adhering to Plooto’s guidelines and standard operating procedures.
• Provide accurate information about products, services, policies, and processes.
• Document customer interactions, inquiries, and resolutions using Plooto’s CRM support system (Salesforce).

Issue Resolution

• Escalate unresolved or complex issues to the appropriate Plooto team, ensuring they have all necessary information and a seamless handoff.

Training and Quality Assurance

• Develop and maintain an in-depth understanding of Plooto’s product features, functionalities, and integrations to provide accurate and effective support.
• Participate in training sessions to enhance product knowledge and familiarity with new tools.
• Ensure adherence to agreed key support metrics.