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About Baubap
We are a rapidly expanding, Mexican fintech company with a mission to become the bridge to people's financial freedom through technology.
We provide microloans to individuals in financial need through a fast and efficient process, always treating them with the respect and dignity they deserve.
Our long-term vision is to be the most inclusive digital bank in LATAM with over 2.5 million clients.
About Your Role
You will be responsible for taking care of the most critical aspect of our business, our clients.
As a remote and in-person support specialist, you will be located in our main office and work closely with our team to provide a world-class service.
Our main team objective is to provide exceptional customer service. You will be trained to dive deep into customer problems to ensure that all issues are resolved from the root.
By identifying recurring issues, you will be able to propose product improvements that can prevent similar issues from arising in the future.
This holistic approach ensures that we are not only resolving issues, but also continuously improving our product.
Day-to-Day Responsibilities
- Issue Resolution: Resolve customer issues, such as loan request questions, payment problems, account-related questions, or any other concerns customers may have.
- Knowledge and Expertise: Develop expertise in key topics related to Baubap's products, services, and financial solutions.
- Team Collaboration and Leadership: Work closely with other teams within Baubap, collaborating effectively and providing guidance to these teams.
- Customer Feedback: Monitor and respond to customer reviews on the Play Store to ensure that none of them are left without a proper response.
- Manual Disbursements Approval: Perform manual verification on any discrepancies that require a human eye.
Requirements
What You Bring to the Team
- Customer Service Experience: Previous work or professional experience in roles that involve assisting and interacting with customers.
- Language Skills: You can communicate effectively in English and are able to understand and express ideas in English.
- Startup Experience: Previous experience working in a startup environment is not a requirement but is considered advantageous or desirable.
Your Skills
- Clear and Transparent Communication: You are able to express your thoughts clearly, concisely, and to the point.
- Relentless Resourcefulness: You make things happen, no matter what.
- Sense of Urgency: You operate with a constant sense of urgency and look for ways to move ahead and push everything around you to get to your desired outcome in the most efficient and productive way.
- Flexibility and Adaptability: You can maintain your composure and focus despite the constantly changing environment.
- Self-Driven and Committed: You require very little guidance and intervention from your leader to move ahead.
- Strong Stakeholder Focus: You are constantly thinking about how your actions will impact others and strive to provide excellent support and service.
