Customer Service Automation Expert

CUSTOMER SERVICE SYSTEMS AUTOMATION EXPERT

DEPARTMENT: CUSTOMER SERVICE

LOCATION: HOUSTON, TX (IN-OFFICE)

MAJORITY is a groundbreaking all-in-one digital financial service app that includes an FDIC-insured account, Visa® Prepaid card, money remittance, and international calling. We are built for migrants, by migrants.

Global migration is a 21st-century reality. Whether people are following their dreams, love or new experiences, more and more of us are leaning towards new environments. Our purpose at MAJORITY is to empower the amazing, the brave, and the talented and help them achieve all of their ambitions.

We believe that everyone deserves the same opportunity to succeed. Our mission is to provide migrants the tools to thrive in their new country.

We are a diverse group of people from over 40 different countries that come together every day—and we're looking for others driven by the same desire to create meaningful products that bridge cultural and geographic distances

THE ROLE

MAJORITY is looking for a Customer Service Systems Automation Expert to join our team in Houston.

In this role you will be an integral member of MAJORITY's Customer Service team, who will focus on creating and improving automations/flows within our customer communication systems.. You will also work closely together with the Lifecycle Management team in Stockholm, to ensure customer engagement is aligned with the company's strategic goals. This position will report to the Head of Customer Operations in Houston, TX.

KEY RESPONSIBILITIES

• Design, produce, and implement automated workflows using various channels of communication such as email, live chat, and phone.
• Increase resolution rates and speed for the most common issues while maintaining great customer satisfaction.
• Identify opportunities to proactively reach out to our customers with relevant information to reduce inbound support queries.
• Analyze and evaluate the performance of your workflows, iterate where necessary.
• Help Head of Operations & 2nd line agents develop our in-house and third party Customer Service toolset.

QUALIFICATIONS

• 1-2 years of experience in a similar role.
• Bachelor's degree in Business, Marketing, or other relevant fields.
• Experience working with customer communication platforms like Braze,Intercom, Salesforce, Five9, or other related softwares.
• Basic knowledge of programming languages such as Python and Javascript.
• Previous experience from working in a high growth company is appreciated.
• Fluency in both English and Spanish is preferred.

PERSONAL SKILLS

• Customer first mindset
• Excellent communication skills
• Solution oriented
• Team player, able to build strong relations with coworkers and 3rd party vendors
• Result driven individual, ready to roll up his/hers sleeves
• Reflects MAJORITY`s values, has a high integrity standard, believes in equality & transparency.