Customer Experience Analyst
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:
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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)
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Investigate customer queries thoroughly, utilising internal platforms.
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Provide clear, concise, and accurate responses to customer questions and concerns.
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Handle and manage complaints within the given SLAs
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Maintain a minimum CSAT score of 95% weekly.
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Oversight of key processes regularly reviewing for efficiencies and enhancements
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Address customer feedback and reviews, including reaching out to unsatisfied customers to resolve issues and encouraging positive Trustpilot reviews.
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Handle audit requests by gathering data from our internal platform.
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Follow ticket management procedures, including initial responses, follow-up communications, and ticket closure protocols.
What You Need:
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Experience handling and managing customer complaints.
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Excellent verbal and written communication skills.
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Strong problem-solving abilities and attention to detail.
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Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
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A strong commitment to customer satisfaction.
Best If You Have:
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Experience in a customer support role within the fintech, financial services, or cross-border payments industry.
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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
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Health and wellness benefits (with specific added benefits depending on the location of the role)
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Yearly salary review based on inflation, personal and business performance
- Access to entire Udemy’s library
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Budget for professional development courses
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Work-From-Anywhere policy for certain durations
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Integration programme (opportunity to work from our global offices)
- Regular team social events
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Pension scheme (depending on the role location)
- Flexible work arrangements
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Exposure to work with globally distributed teams
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Location specific benefits like car lease policy, cycle to work, gym membership, etc.
You’ll Fit Right In If You
- Love asking “why?”
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Value solving prob