Customer Service Representative

About Apron Apron was started by a group of people who’d spent years building products for global fintech companies. But there was one big problem no one was solving. Business payments. The kind that buy tomatoes, tools, and till rolls. The kind that keep suppliers happy and business booming. The kind that should be super simple to make and manage, and yet, aren’t. Payments eat up valuable hours every week for both businesses and the accountants and bookkeepers who help them. This is a problem that’s affecting entrepreneurs. Florists and financial analysts. Brewers and brand strategists. The kind of people who build things, break things, change things. Imagine what they could do with this time instead. What would they come up with? What would they create? That’s why we built Apron as a payments powerhouse. We flip the payment experience from blocking business to boosting it. Apron pulls all things payments together – weaving into your workflow, collating conversations, turning hours into minutes. So you can put those hours to better use – plan the future, take a walk, call your mum. We are backed by Index Ventures, Bessemer Venture Partners, with participation of Visionaries Club and the founders of Melio and Klarna. Who We’re Looking For Do you have a knack for solving problems and a passion for delivering exceptional customer service? Are you excited about the opportunity to learn and grow in the dynamic world of payment solutions and helping accountants and business owners? If so, we’d love to hear from you! We are seeking a Customer Service Representative (Junior) who thrives in a fast-paced environment, has at least 6 months of experience in customer support, and is eager to contribute to our mission of redefining business payments and helping companies save time and money. What You’ll Be Doing As a Customer Service Representative, you’ll play a key role in ensuring our customers have a positive experience with our platform. Your responsibilities will include:

• Responding to customer inquiries via email, chat in a timely, accurate, and professional manner.
• Providing clear and concise guidance on platform features and benefits.
• Investigating and resolving customer issues related to payment processing, documents data extraction, account management, and other inquiries.
• Escalating complex cases to senior team members while maintaining ownership of the issue until resolution.
• Assisting customers in understanding our platform and maximizing its benefits for their businesses.
• Sharing tips and best practices to enhance user experience.
• Working closely with product and operations teams to report customer feedback, identify patterns, and propose improvements.
• Participating in team projects aimed at enhancing customer satisfaction and refining support processes.

What You’ll Need

• Experience:

• Minimum of 6 months of experience in a customer support role.
• Familiarity with customer support tools (e.g., Intercom, Zendesk) and documentation tools (Confluence) is a strong plus.

• Skills:

• Excellent verbal and written communication skills in English (additional language skills are a plus).
• Genuine ability to understand and anticipate customer needs, showing patience and compassion in every interaction.
• Strong critical thinking skills with a solution-oriented approach to addressing challenges efficiently and effectively.
• Demonstrated ability to work well within a team, contributing positively to a collaborative environment.
• A dependable and thorough approach, ensuring all customer questions are addressed completely.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

What We Offer

• Fully remote work with flexibility to adapt to your schedule.
• Potential for an office-based environment in Krakow later this year.
• Comprehensive onboarding and training to ensure your success.
• Competitive compensation and growth opportunities.
• A supportive, inclusive, and dynamic team environment.