Customer Experience Analyst at Verto

ABOUT VERTO At Verto, we're on a mission to democratise global finance and empower businesses in Emerging Markets to reach the world. Founded by British-Nigerian entrepreneurs Ola Oyetayo and Anthony Oduu, our roots in Africa provided a firsthand understanding of the significant challenges businesses face with cross-border payments, ranging from illiquid currencies and high fees to slow transactions. This deep-rooted insight is why Africa remains a core focus, as we're committed to bridging the gap between emerging and developed markets and fostering global economic growth. What started as an FX solution for the Nigerian Naira has evolved into a market-leading platform, enabling thousands of businesses to seamlessly transfer billions of dollars annually. We believe that where you do business shouldn’t determine your success or ability to scale. We're creating equal access to the easy payment and liquidity solutions that are already a given in developed markets. We're not alone in realising this crucial need; we're backed by world-class investors including Y-Combinator, Quona, and MEVP. With Verto receiving the Milken-Motsepe Prize, appearing on CNBCs list of fastest growing UK companies, the Deloitte Fast 50 and Sifted’s fastest-growing UK tech companies, we are building a seamless cross-border payment future. Join us as we continue to grow and transform global finance. ROLE OVERVIEW We are seeking a talented and motivated Customer Success Analyst to join our growing team. WHAT YOU’LL BE DOING: - Respond to customer enquiries on intercom and adhere to service level agreements (SLAs) of 45 minutes for emails and 10 minutes for live chats/WhatsApps as well as inbound and outbound calls (Cloudtalk) - Investigate customer queries thoroughly, utilising internal platforms. - Provide clear, concise, and accurate responses to customer questions and concerns. - Handle and manage complaints within the given SLAs - Maintain a minimum CSAT score of 95% weekly. - Oversight of key processes regularly reviewing for efficiencies and enhancements - Address customer feedback and reviews, including reaching out to unsatisfied customers to resolve issues and encouraging positive Trustpilot reviews. - Handle audit requests by gathering data from our internal platform. - Follow ticket management procedures, including initial responses, follow-up communications, and ticket closure protocols. WHAT YOU NEED: - Experience handling and managing customer complaints. - Excellent verbal and written communication skills. - Strong problem-solving abilities and attention to detail. - Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously. - A strong commitment to customer satisfaction. BEST IF YOU HAVE: - Experience in a customer support role within the fintech, financial services, or cross-border payments industry. - Ability to navigate and utilize various communication platforms such as Intercom and Cloudtalk. INTERVIEW PROCESS It will include a screening round, aptitude test, 1-on-1 with the hiring manager, a panel round (with case study), and a final coffee chat with one of our leadership team members LIFE AT VERTO PERKS - Insurance paid by the company - Health and wellness benefits (with specific added benefits depending on the location of the role) - Yearly salary review based on inflation, personal and business performance - Access to entire Udemy’s library - Budget for professional development courses - Work-From-Anywhere policy for certain durations - Integration programme (opportunity to work from our global offices) - Regular team social events - Pension scheme (depending on the role location) - Flexible work arrangements - Exposure to work with globally distributed teams - Location specific benefits like car lease policy, cycle to work, gym membership, etc. YOU’LL FIT RIGHT IN IF YOU - Love asking “why?” - Value solving problems over just completing tasks - Understand sync vs. async communication practices - Thrive in ambiguity and change - Actively seek feedback - Prioritise impact over activity - Are fun to work with - we love good humour! CULTURE - Mission-Driven Impact Work: Be at the forefront of simplifying cross-border payments, directly contributing to a borderless future for global businesses, particularly in emerging markets. - High Performance & Ownership: We empower you to take risks, be results-driven, and take ownership. Act fast, deliver impactful results, and make the impossible possible. We set you up for success. - Collaborative & Supportive Environment: We work "as one," sharing successes and failures openly. We foster a transparent, supportive atmosphere where everyone does their best. A community of colleagues from varied backgrounds, who care deeply about their craft, collaborate with purpose, and enjoy the journey together. - Industry Competitive Compensation & Benefits: We compensate our employees in recognition of the great value they bring to the business; our compensation and benefits package are competitive in the industry across all our geographies. This includes performance based salary reviews, comprehensive health and wellness benefits, generous paid time off and flexible working arrangements to support your career and life. - Our Core Values: Our core values mirror the focus we have, energy we bring to work and shared expectations within the team. - Champion the Mission: We are driven by curiosity and belief to solve cross-border payments pain points globally. - Be the Best: We are open, take appropriate risks, adopt a results-driven approach, and are the best at what we do. - Work as One: We are transparent with sharing failures and mistakes as well as successes. - Go the Extra Mile: We deliver beyond what is possible. We make impossible possible. - Customer First: We are creative in solving existing problems and bold in designing a new and better experience for customers. - Run with It: We are determined, seek challenges, take ownership of tasks, act fast and deliver results. DIVERSITY & INCLUSION AT VERTO Verto is an equal opportunities employer and we value diversity. Anyone seeking employment at Verto is considered based on Merit, Competence, Qualifications and their Talent. We are proud to be a truly international team and we do not discriminate in our hiring process.