Customer Operations Associate - US
Company: Liberis Sweden AB
Posted on: November 19, 2023
Customer Operations Associate - US and Canadian Market (French
Reporting to: Senior Customer Operations Manager
Location: Industrious 675 Ponce de Leon Ave NE, Atlanta, GA
Liberis is the leading global provider of embedded business
finance. We are proud to have delivered more than $1bn in funding
to SMEs across the UK, EU and US, but we've only just started. Come
and join us as we build the future of business finance!
Who we are and why we exist.
At Liberis - merchants matter most! We've been on a mission to
provide small and medium businesses (SMEs) with accessible and
responsive finance since 2007. SMEs account for most businesses
worldwide and are critical contributors to job creation and global
economic development. They represent about 90% of businesses and
more than 50% of employment worldwide.Despite this, more than three
quarters (77%) of SME businesses last year were unable to secure
the traditional bank financing they desperately needed to grow and
thrive. This has created a $5 trillion funding gap for SMEs
That's where Liberis steps in! To best help small businesses,
Liberis has built the leading global embedded finance platform.
Through this, Liberis provides partners with the technology and
financial solutions necessary to offer personalised and accessible
funding to their small business customers.
To date with -20 global strategic partners and direct reach to more
than 1 million small businesses, Liberis has provided $1 bn of
funding in over 50,000 transactions, enabling more than 100,000
jobs to be created and saved. We are making a genuine difference to
your local pub, hairdresser, and online retailer!
We are in a very exciting period of growth, in the UK and
internationally, with teams based in London, Nottingham, Stockholm,
Atlanta and remotely. We are looking for talented and ambitious
individuals to help us reshape business finance. How we work is as
important to us as what we do - exemplified by our behaviours:
#1 Merchants matter most - our success is tied to our
#2 Act like time is running out - the fastest company in a growing
market will win.
#3 Own every outcome - the hardest problems we faceare yet to be
#4 Communicate directly - we don't have time to beat around the
#5 Prove it - every feature we build, decision we make and action
#6 Empathy always - Liberis wins when every employee thrives.
If our mission and behaviours resonate - get in touch!
Who are we? (Team)
The Customer Operations team are a global, multi skilled team under
the Global Operations umbrella at Liberis. The overall objective is
to provide the best experience to our merchants and partners,
whilst giving 5* service on every interaction we have. We own the
merchant experience starting from the moment an application for
revenue-based finance is submitted. This means we are playing a
huge part in providing our merchants a smooth onboarding experience
and need to collaborate closely with other departments including
Sales, Underwriting, Finance and Collections. We then look after
all our active merchants assisting them with any queries they have,
or amendments they need to make to their account.
We are also responsible for collating and responding to all
customer feedback and sharing it with the rest of the business,
acting as the voice of the customer which helps drive change and
make improvements across the business.
At Liberis, we always put our merchants first and the Customer
Operations team play a pivotal role in helping us do that. Customer
Operations are right at the heart of what we do at Liberis and play
a key role in our plans to scale, this is the most exciting time to
join the team!
Who are you? (The role)
You are a French speaker.
You are a people person and want to get the best outcome as
smoothly as possible for your customer, whether they are external
You are a natural born problem solver and keen to use data to solve
problems and customer queries. You are confident in analysing
numerical data, customer transactions, reconciliations, and
payments to aid in investigating payment queries from teams across
the business. You can identify areas for process improvement and
are willing to make suggestions to improve our merchant experience
and processes internally.
You have a calm, organised approach to your work, but can adapt to
the fast-paced nature of this role.
You want to grow within Liberis, with an opportunity to develop and
evolve with the company. As this role is crucial to expanding our
growing Customer Operations function, we are looking for a real
self-starter who wants to make an impact from the get-go. The role
is essential to the ongoing expansion of our Customer Operations
function, and working under the Global Operations function will
provide endless ongoing learning, development and
- Be the main point of contact for our US Customers.
- Collaborate with other departments to make customer experience
smooth and pain-free
- Effectively manage your pipeline and workload
- Contribute to the NPS score via effective customer issue
prevention and resolution.
- Perform admin tasks for in-life customers.
- Use Salesforce CRM and other software tools.
- Be open minded and offer alternative solutions with the aim to
help every customer.
- Fill in when needed for other in-life teams and
- Provide support to the colleagues in your team for quick
- Work as part of a close-knit team with a shared vision of doing
right by the customer.
- Be the voice of the customer to the rest of the business by
collating and sharing customer feedback.
- Demonstrate Liberis values: to be open, interested, proactive
- Work with our Team Vision at the forefront of your mind.
What happens next?
Think this sounds like the right next move for you? Or if you're
not completely confident that you fit our exact criteria, apply
anyway and we can arrange a call to see if the role is fit for you.
Humility is a wonderful thing, and we are interested in hearing
about what you can add to Liberis!
Keywords: Liberis Sweden AB, Atlanta , Customer Operations Associate - US, Other , Atlanta, Georgia
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