Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from 18 different countries with hubs in Bucharest, Copenhagen, Kuala Lumpur, and San Francisco. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company.

About The Role

We’re the Product Support team that’s on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, and are ready to do what is needed to ensure our users are enabled to succeed.

We believe in empowerment and ownership by every member of our team. Each individual is autonomous but expected to be present in the interest of our users and the platform. The scope of the customer support team starts at the initial engagement of the product and extends through the life cycle of every account, and the challenges they will face. You will bridge the communication gap cross-functionality within Tradeshift and do what is needed daily to keep our users alive and engaged.

What You’ll Be Doing

• Work in a global team of technical support engineers, collaborating with colleagues on multiple time zones

• Engage in escalation calls with customers and allocate resources efficiently to drive excellent customer satisfaction, including post-resolution cause analysis

• Secure quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers

• Troubleshoot, test, and make sure that customers operating on the Tradeshift platform have access to best-in-class support services

• Use the available tools to investigate customer cases raised in our ticketing system (investigations regarding API calls, databases, web traffic logs, various XML formatted business documents)

• Coordinate with the local Team Leader of Technical Support, as well as fellow technical support engineers to ensure the experience and performance of the global team is consistent and meeting their KPIs

• Become a product expert within your team, every feature, every update, every customer, you know them all

• Monitor the customer experience of every customer account on Tradeshift and ensure they can access and fully always utilize the platform

• Continuously find ways to improve and streamline the support function and user experience

Let’s Connect If You…

• 2+ year experience in SaaS based customer account/operations support

• Cool and calm under pressure in a transactional environment

• Team player, be there for your colleagues as they will sure be there for you

• Strong prioritization and collaboration skills

• Highly data-driven mindset and a passion for analytics

• Experience with document formats CSV, XML, EDI or any other type of document business standards

• Technical awareness on transfer protocols and the tools associated (sFTP/FTP, Filezilla)

• Exposure to API troubleshooting tools (such as Postman or similar)

• Familiarity with databases (preferably MySQL)

• Bachelor's degree in Business, Operations or Computer Science (preferred, but not required)

• Excellent communication and presentation skills, highly refined interpersonal skills

• Business level control of the English language, be able to clearly communicate with internal and external stakeholders. Any other foreign language is considered an advantage

We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to EEO guidelines.