Customer Support Representative - Banking & Fintech Support

What You’ll Be Doing

• Customer Support: Respond to customer inquiries via phone, email, chat, and ticketing systems, providing timely and professional assistance.
• Issue Resolution: Troubleshoot and resolve customer concerns related to LeafLink’s financial products, retail operations software, inventory management tools, and platform functionality.
• Customer Education: Guide customers on product features, best practices, and workflows to help maximize the value of LeafLink’s solutions.
• Case Management: Accurately document customer interactions, issues, and resolutions within CRM and support platforms to ensure proper tracking and follow-up.
• Collaboration: Work closely with internal teams including Sales, Account Management, Product, and Operations to escalate issues and ensure a seamless customer experience.
• Platform Support: Assist customers with onboarding, account setup, payment-related inquiries, and navigation of LeafLink’s platform and fintech tools.
• Process Improvement: Identify recurring customer concerns and provide feedback to internal teams to help improve products, processes, and customer experience.
• Performance Metrics: Consistently meet or exceed support KPIs such as response time, resolution time, customer satisfaction, and ticket handling goals.

What You’ll Bring to the Team

• 1+ year of experience in a customer support, customer service, or client-facing role, preferably within SaaS, fintech, or cannabis-related industries.
• Excellent written and verbal communication skills with the ability to handle customer interactions professionally and empathetically.
• Experience using CRM and support tools such as Salesforce, Zendesk, HubSpot, or similar platforms is highly desirable.
• Strong problem-solving and troubleshooting abilities with keen attention to detail.
• Ability to quickly learn and explain LeafLink’s product offerings and platform functionality.
• Highly organized with the ability to manage multiple customer inquiries and priorities in a fast-paced environment.
• Self-motivated team player with a customer-first mindset and passion for delivering exceptional support.
• Experience supporting banking or financial services products for cannabis businesses is a plus.