Senior Operations Specialist

  • Abra
  • Mountain View, CA, USA
  • Nov 09, 2017
Permanent

Job Description


About Abra

Abra aims to be the WhatsApp of money. We're transforming the world of payments by making it simple to send money to anyone, anywhere, whether or not you have a bank account or credit card.

We are an early-stage startup with high aspirations, and backed by several top-notch investors. We already support over 50 currencies, and have launched worldwide!

 

About the job

We are expanding rapidly and need a dynamic Operations professional to join our team. You will manage multiple processes that touch our customers, including banking, fraud and collections operations. Additionally, you will provide direct customer support on a daily basis. You will have the ability to create and enhance processes that are critical to delivering great service to our rapidly-growing user base.

The role is full-time, and located in Mountain View, CA.

 

Responsibilities
  • Drive our banking process, reducing our transaction times
  • Manage our anti-fraud processes, minimizing potential losses
  • Support collections, driving our recovery rate up
  • Deliver outstanding customer service and experience, primarily through email and occasionally by phone
  • Troubleshoot customer issues and concerns, investigating why they happened, and communicating with multiple teams to find rapid resolutions
  • Collaborate with local and remote colleagues, following up on escalations and handling hand-overs to/from other customer service reps
  • Act as the voice of the customer internally, providing insights to different areas of the business to help build a better product, and presenting findings and feedback to executives
  • Suggest and implement improvements to processes and policies

 

Qualifications

We seek candidates who are passionate about providing great customer experience, and have a strong desire to work in a dynamic startup environment. Successful candidates should have/be:
  • Bachelor's degree
  • At least 5-6 years of experience in Operations and/or customer service
  • Organized, methodical, detail-oriented
  • Relentless and self-motivated
  • Multitasker, able to shift focus easily
  • Highly productive and with strong work ethic
  • Ability to have some schedule flexibility, which may include a few hours over the weekend
  • Able to charm customers
  • Excited to chase down open issues through completion
  • Great communicator, critical thinker
  • Able to both follow process and create process
  • Work well in both team-oriented and self-directed environments
  • Tech savvy, both with web and mobile apps
  • Strong written and verbal communication skills in English
  • Bonus : fluency in written and spoken Mandarin or Spanish
  • Bonus: experience training and managing other customer service reps
  • Bonus : experience working with CRM systems, e.g., Zendesk, JIRA, Salesforce
  • Bonus : experience sending/receiving cash internationally

 

What we offer
  • Medical, Dental and 401(k)
  • Competitive salary and meaningful equity (full-time), commensurate with a company at our stage
  • Catered lunch daily with both healthy and unhealthy options and an office stocked with snacks across the spectrum
  • Unlimited PTO. We trust you to get your work done
  • The opportunity to shape your own role
  • The opportunity to have a high impact on the company, and hopefully on the world, too