Junior Customer Care Representative

About the role

As our Junior Customer Care Representative, you'll own delivering outstanding, empathetic support to our users, ensuring a smooth and frictionless financial experience.

Key responsibilities

• Ticketing & Queue Management – handle user requests primarily via email and ticketing systems (e.g., Zendesk) with low to medium complexity, maintaining precise ticket categorisation.
• Workflow & SOP Execution – apply standard operating procedures rigorously and execute specific workflows to ensure consistent, high‑quality resolutions.
• Multi‑channel Support – manage basic direct messages and social media interactions, and handle inbound/outbound calls as required by operational needs.
• Team Collaboration – work closely within your team under the guidance of a Team Lead, leveraging the Quality team for continuous support, alignment, and proper escalation of complex issues.
• Continuous Learning – engage in a comprehensive ~17‑day onboarding and training program, followed by day‑to‑day mentoring with an assigned buddy to constantly sharpen your skills.

Required profile

• Positive attitude, growth mindset and high coachability, actively seeking and applying constructive feedback.
• High curiosity and stress resistance, comfortable with rapid process changes in a fast‑paced environment.
• Strong empathy and communication skills, putting yourself in the user's shoes to solve problems efficiently.
• Previous exposure to ticketing systems like Zendesk or managing digital customer communications is a strong plus.

What we offer

• Health: private insurance for you and your family, psychological support, mental health workshops.
• Financial resources: Stock Option Plan, meal vouchers, relocation support.
• Growth and development: professional development programs, internal mobility, language courses.
• Flexibility: unlimited PTO, hybrid working policy with three days per week in‑office, flexible working hours.
• Family: enhanced parental leave, additional leave for child sickness.