Customer Support & Operations Specialist (Fintech)

As a Customer Support & Operations Specialist at Pluto, you'll engage with customers through various channels including email and phone support, helping them navigate the features of our platform. You'll also collaborate with internal teams to resolve product inquiries and gather feedback to enhance our services. Your role is pivotal in maintaining high customer satisfaction rates and creating helpful resources.

Candidates for the Customer Support & Operations Specialist role at Pluto should possess strong communication skills, both verbal and written, in English. A quick understanding of complex products is essential, along with the ability to write clearly for help articles and resources. Critical thinking and proactive engagement with customers are highly valued.

Pluto ensures exceptional customer satisfaction through dedicated support teams that prioritize effective communication and resolution of customer inquiries. By maintaining an industry-leading NPS score, the Customer Support & Operations Specialist is integral in fostering long-term relationships and facilitating feedback for product improvement.

At Pluto, a Customer Support & Operations Specialist will have ample opportunities for growth by engaging in various aspects of the business, from customer interaction to collaboration with product and engineering teams. This role allows you to learn the nuances of fintech while contributing to significant operational enhancements and scaling the business.

The work environment at Pluto is dynamic and rapidly evolving, embracing a casual yet professional atmosphere. With flexible vacation policies and a remote-first approach, the role allows for a work-life balance while fostering an innovative culture where team members can thrive and make impactful contributions.

Highlight your previous customer support roles and emphasize how you effectively handled inquiries, resolved issues, and leveraged feedback for service improvement. Relate it back to Pluto’s commitment to customer satisfaction.

Showcase your ability to empathize with customers, stay calm, and utilize problem-solving skills. Discuss tactics you took in previous experiences to de-escalate situations and turn them around positively.

Mention relevant tools such as Zendesk, Intercom, or CRM systems you’ve utilized. Explain how these tools enhanced your capabilities in managing customer interactions efficiently.

Illustrate your time management strategies and decision-making processes. Provide examples of how you assessed urgency and impact to prioritize tasks effectively.

Explain your approach to learning, such as hands-on practice, collaborating with team members, and reviewing product documentation. Emphasize your eagerness to fully understand the platform to assist customers effectively.

Share a specific example where your insights led to enhanced procedures or support resources. Discuss the outcome and how it positively affected both customers and the team’s efficiency.

Elaborate on empathy's importance in understanding customer needs and fostering trust. Discuss how approaching interactions with compassion can lead to positive outcomes and customer loyalty.

Discuss your ability to translate customer language into clear technical terms. Emphasize your collaboration skills and how you would ensure the feedback loop remains active between customers and technical teams.

Express your passion for helping others and the satisfaction that comes from resolving customer issues. Discuss how seeing customers thrive thanks to your support makes the role fulfilling.

Detail your organizational strategies, whether through task management tools, setting reminders, or time-blocking. Showcase your proactive approach to staying ahead of the workload.