Customer Success Associate

2 months ago

Dublin, United States Wayflyer Full time
About Wayflyer
Our mission is to give the world access to the best products by empowering great brands to reach their growth potential. Join us

Wayflyer is revolutionising eCommerce by levelling the playing field for founders across the world. Our first product, the Merchant Cash Advance, solves a major pain point for brands: access to short-term finance to fund inventory and marketing spend. Since launching in April 2020, we've deployed over $3.3bn in funding to over 4,000 eCommerce founders across 11 countries.

We've helped companies like Wild, Dock & Bay and Branch take their businesses to the next level. Check out this video from Davie Fogherty, another one of our brilliant customers, giving a great explanation of what we do and how we helped The Oodie go from strength to strength.

We're a fast-growing, venture-backed startup that serves a critical need for eCommerce entrepreneurs. You'll be joining an ambitious, collaborative team that's working on a huge opportunity.

We announced our Series B in February 2022 raising $150m in funding at $1.6bn valuation; backed by world-leading VCs including QED and DST Global.

Teams at Wayflyer are truly cross-functional. Regardless of your role at Wayflyer, you'll work with a variety of different disciplines and teams from around the world on a multitude of challenging projects and game-changing products to revolutionise the eCommerce landscape.
What you'll do
  • Manage a large customer pool and drive Wayflyer's revenue through upsells and renewals.
  • Empathise with every aspect of the customer experience, putting customers' needs first.
  • Guide and coach customers and sales with a dedicated customer success process.
  • Coach customers to be product experts using Wayflyer dashboards.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Identify common customer challenges
  • Work cross-functionally to implement solutions as the voice of the customer.
Knowledge, skills and experience
  • 1-2+ years of customer facing (corporate) experience, ideally in sales or account management.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Strong interpersonal skills and experience building strong internal and external relationships.
  • Consistent track record of highly-professional customer service in a fast paced, dynamic environment is a plus.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Analytical, numbers-driven and mathematical.
  • Experience in Google Ads and Facebook is a bonus.
What is important to point out is that you can do most or all of the above mentioned and can point to your real experience doing it. You've probably done it at companies of different shapes, sizes and industries. Given what we do, experience in financial services, fintech and business-to-business organisations is particularly interesting to us.

On top of that, you're amazing at prioritisation. You make sure you're not spread too thin while also giving teams the support they need. You spend your time on the things that make a positive difference. People get why you've chosen to say 'yes', 'no', or 'not yet', and are ok with it.

What you're like as a person and how you treat people is a big deal for us. People love working with you. You're helpful and generous with your time and knowledge. People love helping you back. People know where they stand with you.

You're always looking to learn and grow, on a personal and professional level. And you're always looking to help others learn and grow by sharing your own knowledge and experience.

You know why diversity, equality, inclusion and belonging matters, and speak up when we can do better.

What happens next

We'll review every application we receive. If we're interested in taking your application further, we will be in touch to find out more about you and what you're looking for.

What perks and benefits do we offer?
  • Two company-wide wellness days per year
  • Work remotely abroad for up to 60 days a year
  • Employee assistance programme
  • Medical insurance
  • Generous parental and adoptive leave policies
  • Equity scheme - so you can share in our success

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