Customer Support Specialist (Level 2)

Salary Competitive
At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for eCommerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.

Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:

 

- Who believes challenges are best overcome by thinking differently.

- Who knows his or her role, but isn’t confined by it.

- Whose greatest satisfaction comes from helping customers succeed and achieve their dreams.

- Who isn’t afraid to disagree, convincingly, civilly and honestly.


Description:

As a specialist member on Signifiyd’s Customer Support team, you will have the opportunity to apply your knowledge of eCommerce platforms to make customers successful and enable internal teams. You will dig deep to understand eCommerce platform and other integration issues to communicate your findings to customers with different business models and developer teams; as well as Signifyd stakeholders in Product, Billing, Sales, Chargebacks, Customer Success and Engineering. 

Specific job duties may include:

  • Communicating payments data flow to stakeholders, which involves the eCommerce platform, cart, payment processor, and Signifyd

  • Identifying, communicating and implementing short term solutions that address customer pain points

  • Scoping larger projects for internal change to adapt to market needs

  • Help customers troubleshoot issues via (phone, email) they encounter while using the software and provide actionable tips to resolve the problem

  • Assembling known use cases for product or process development and working with internal teams to develop long term process or product fixes

  • Root cause analysis and communication of root cause fixes to internal teams

  • Working cross functionally to enable internal team members with accurate technical answers to difficult platform and integration questions

  • Ability to work on call for supplemental compensation. 

  • Ability to work some holiday shifts

  • Starting shift schedule 12pm to 9pm with 1 hour meal break with the flexibility to work from office or home

Required Skills And Experience:

  • 3+ years professional experience in financial services, fraud or eCommerce industry

  • Working knowledge of eCommerce platforms. You should be familiar with Shopify, BigCommerce, API

  • Demonstrated and referenceable ability to lead internal change in an organization involving Product, Engineering, Sales, and Customer Success groups; preferably this work would have been completed in a Customer Success or Product role

  • User-level knowledge of Atlassian and Salesforce-like solutions (e.g. JIRA, Confluence, Salesforce Service Cloud)

  • Guide customers through the integration and onboarding process

  • Be an escalation point to unresolved internal and external customer issues 

  • Work/project history reflective of a self-motivated professional who excels when given open-ended problems and broadly-defined goals

  • Proven ability to prioritize and multitask

  • Demonstrated ability to solve workflows with any HTTP Tools, SQL (Redshift/MySql) clients, and/or any middleware technologies

Nice to have:

  • A degree or diploma, or a comparable from an accredited institution.

  • Demonstrated ability to develop high-quality code adhering to industry best practices (i.e., code review, unit tests, Gitflow).

In return you’ll receive a benefits package that is one of the most competitive in Belfast:

  • A competitive base salary

  • An equally competitive equity package

  • Bi-annual bonus (10% performance related)

  • Pension matched up to 8%

  • ‘Day one’ access to private Healthcare, Dental and Optical insurance scheme for you and your whole family

  • 25 days of annual leave (plus 10 stat)

  • Flexibility 

  • 12 weeks full-pay parental leave for mums and dads!

  • Free lunch every day that you’re in the office plus free snacks and drinks

  • Top of the range equipment and lots of Signifyd swag

  • Monthly Signifyd social events organised by our social committee

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

 

Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referrals.

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Equity package
Equity package

Want to be a partner? Look no further.

Healthcare insurance
Healthcare insurance

Break a leg! Seriously, we got you covered in our company healthcare plan.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

Free lunch
Free lunch

Enjoy a free catered lunch with your colleagues, every day.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

See all 11 benefits

Working at
Signifyd

Signifyd, the world’s largest provider of guaranteed fraud protection, enables online retailers to provide a friction-free buying experience for their customers. Signifyd leverages big data, machine learning and domain expertise to provide a 100 percent financial guarantee against fraud on approved orders that later turn out to be fraudulent. This effectively shifts the liability for fraud away from retailers, allowing them to increase sales and open new markets while reducing risk.

Read more about Signifyd

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