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.
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.
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
3+ years professional experience in financial services, fraud or eCommerce industry
Working knowledge of eCommerce platforms.
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
A degree or diploma, or a comparable from an accredited institution.
Familiar with Shopify, BigCommerce, API
Demonstrated ability to solve workflows with any HTTP Tools, SQL (Redshift/MySql) clients, and/or any middleware technologies
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!
Top of the range equipment and lots of Signifyd swag
Monthly Signifyd social events organised by our social committee
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Want to be a partner? Look no further.
Break a leg! Seriously, we got you covered in our company healthcare plan.
Kids are the future, go spend time with them.
Enjoy a free catered lunch with your colleagues, every day.
We take care of you, even when you are old and wrinkly.