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Customer Operations Associate - US

Company: Liberis Sweden AB
Location: Atlanta
Posted on: November 19, 2023

Job Description:

Customer Operations Associate - US and Canadian Market (French Speaking)
Reporting to: Senior Customer Operations Manager
Location: Industrious 675 Ponce de Leon Ave NE, Atlanta, GA 30308
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 globally.
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 merchants'success.
#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 solved.
#4 Communicate directly - we don't have time to beat around the bush.
#5 Prove it - every feature we build, decision we make and action we take,matters.
#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 or internal.
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 collaboration.

  • 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 colleagues.
  • Provide support to the colleagues in your team for quick customer resolution.
  • 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 and bright.
  • 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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