Customer Care Analyst – Ops

🔥 10 minutes ago

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Green-Got

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💳 Fintech

🛍️ eCommerce

☁️ SaaS

Fintech • eCommerce • SaaS

Green-Got is a financial technology company that provides a comprehensive suite of payment solutions, enabling businesses to manage online and in-person payments effortlessly. It offers tools for payment processing, subscription management, invoicing, and financial reporting, designed to streamline revenue operations and optimize user experiences. Green-Got's platform supports a wide range of payment methods and integrates seamlessly with various eCommerce and SaaS applications, making it a versatile choice for businesses looking to elevate their financial infrastructure.

📋 Description

• First point of contact: you respond to our members across all channels — chat (90%), email (8%), phone (2%) — with clarity, empathy, and within expected timeframes. • Product expertise: you know Green-Got inside out. You support members with their accounts, transactions, and questions, and you find the right answer after investigation. • Handling new cases: you identify, qualify, and resolve previously unseen situations. You are responsible for the quality of the first contact. • Member voice internally: you collect, structure, and escalate members’ needs, frustrations, and suggestions to product, tech, and marketing teams. • Continuous improvement: you optimize existing processes, challenge workflows, and keep our documentation (FAQ, procedures) up to date with every product change. • Incident tracking: you identify bugs, report them to the relevant teams, and follow up until resolution. • Functional testing: you participate in testing phases for new features before they go live. • Initiative and ownership: you identify levers to improve member experience, define metrics, and propose and implement concrete actions. • Project management: you set up the tools and routines needed to track your projects and ensure results.

🎯 Requirements

• Operational English: you read, respond, and communicate without searching for words. • Stress management: you remain calm when the situation requires it. • Impact-minded: the environmental transition matters to you. • Appetite for digital tools: experience with Intercom, Notion, Slack, Aircall, and genuine curiosity about AI and automation applied to customer service. • Strong writing skills: impeccable spelling and the ability to adapt tone to each interlocutor. • Rigor and organization: you prioritize, document, and ensure flawless follow-up. • Analytical curiosity: you like to understand why an issue occurs, not just to fix it. • Service mindset: you know that behind every ticket there is a person — you don’t just close tickets, you solve problems. • Weekend availability: you are available and motivated to work on Saturdays and Sundays.

🏖️ Benefits

• Flexibility: remote work possible from home and anywhere in Europe. • Growth opportunities: the most engaged profiles grow with us and take on key responsibilities. • Learning: work alongside a team that shares knowledge, within a leading regulated environment. • Real responsibility: you don’t just execute — you contribute. • Impactful role: be part of a transforming sector and interact directly with our members every day. • Team: ambitious, demanding, determined, and who enjoy spending quality time together. • Regular events: Team Day GG, Team Building CC, Green-Camp…