Customer Success Associate

Our Mission:The technology in the $130-billion pet industry is antiquated, and it has caused significant friction for the pet economy to progress. This must be fixed. We aim to contribute to the pet industry by empowering everyone in the pet community. We strive to build the most trustful, impactful, yet simple-to-use solutions for everyone in the space, so that they can focus on doing what they love and thrive.
Our Team:Only the best can serve the best. To build the best product and service, we want the best talent. We are committed to seeking out and bringing together the most passionate, talented, and customer-focused individuals to form a team that sets the bar for excellence.
Our Culture:Every day, we ask ourselves: what if MoeGo disappears tomorrow? Would that be a big difference to our users? We’re not here to be just another option in the market. What motivates us is the pursuit of discovering and solving a series of real, impactful problems. By doing so, we aim to redefine the standard of technology and elevate the pet industry to an entirely new level.
We strive to drive changes for the better.
What you will do:Customer Assistance:- Respond to customer inquiries and provide technical support via chat, email, and phone.- Troubleshoot and resolve customer issues。- Guide customers through step-by-step solutions and provide clear instructions.
Technical Expertise:- Develop a deep understanding of our products and services, with a specific focus on payment-related features   and functionality, to effectively address customer queries.-  Stay updated on product features, technical specifications, and troubleshooting procedures, especially in the context of payment systems.- Collaborate with the product development team to communicate customer feedback and contribute to product improvement.
Problem Resolution:- Investigate and analyze technical issues reported by customers.- Document and track customer issues, ensuring timely resolution.-  Escalate complex payment issues to the appropriate internal teams and follow up to ensure a satisfactory resolution.
Customer Education:- Provide training and guidance to customers on products and best practices- Create and maintain knowledge base articles and documentation to assist customers in finding payment-related solutions independently.
Communication:-  Communicate effectively with customers, understanding their technical concerns related to payment systems and providing clear and concise explanations.-  Collaborate with cross-functional teams to relay customer feedback, specifically focusing on payment-related   matters, and contribute to continuous improvement in payment solutions.
Who you are:-  Bachelor’s degree in a technical field or equivalent work experience.- Proven experience in a technical customer support role of 3 years, preferably with experience in the payment industry.- Strong problem-solving skills and the ability to think analytically.- Excellent communication skills, both verbal and written, with the ability to explain technical concepts related to payment processing clearly and effectively.- Proficiency in using support tools and systems.- Ability to work independently and collaboratively in a team environment.-  A passion for delivering exceptional customer service in the payment industry.
MoeGo offers a competitive compensation package (base salary, performance bonus, equity and benefits). We offer UHC Select Plus PPO Platinum Medical, UHC Dental and UHC Vision plans to employees and their family members at no cost to employees.   MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.