Paris, with remote flexible
We’re looking for a proactive and solution oriented Customer Support Associate to provide ongoing support to our customers and help us continuously improve our Operations.
About Hokodo
We’re an international and diverse team of experienced finance, tech, and data science specialists, based in London and Paris whose goal is to modernise online B2B payments.
Our B2B Buy Now, Pay Later solution enables merchants to offer credit terms to their business customers instantly. Merchants integrated with us see a 40% average increase in revenue... and we’re only just getting started.
We already have a list of stellar clients and are scaling rapidly across Western Europe. We’ve also recently raised $40 million in Series B investment which will help us with our mission of enabling 1 million businesses to access a better way to pay by 2025. We’ve made good progress so far with 32,000 businesses already regularly using Hokodo, but we need your help to take us to the next level!
About the role
We’re offering the chance to really make a difference in the world of B2B e-commerce. As a Customer Support Associate, you will act as the primary interface between Hokodo and our customers - merchants that offer Hokodo’s “Buy Now Pay Later” payment option on their websites and buyers choosing Hokodo. You will work closely with other teams such as Payment Operations and Collections to resolve order and payment related issues in a timely and efficient manner. You will also share and implement your ideas for process improvements, develop internal documentation, and contribute to knowledge sharing within the Operations team and the wider company
You'll be a part of a high performing team, and your decisions and actions will have a direct impact on our business success. Location: We would like you to work from our office in Paris a couple of days per week.
What you’ll be doing
Provide prompt and efficient support to Hokodo’s customers within agreed SLAs, responding to requests for support via email, chat and phone
Pro-actively seek solutions to customers’ problems, collaborating with other teams as needed
Achieve target levels of customer satisfaction and first contact resolution
Communicate in a friendly, positive and professional manner
Conduct manual fraud reviews and identify emerging fraud trends
Identify opportunities to improve our processes and implement solutions
Work closely with other teams like Collections, Payment Operations and Customer Success to improve customer experience and resolve operational issues
Provide input to the Product / Tech roadmap based on customer feedback
Who we’re looking for
Fluent in English and French, excellent verbal and written communication
Experience in a customer facing role
Strong problem-solving skills and attention to detail
Desire to go above and beyond for customers
Strong organisational skills and ability to prioritise
Nice to have:
Another European language (German or Italian) is a bonus
Confidence using web-based applications, systems and tools
Keen interest in the financial technology sector
Our values
Hokodo is more than a place to work. We're passionate about making our industry better and aren't afraid of the competition. We pride ourselves on our culture of down to earth employees who are always willing to go the extra mile to help each other out!
Own the Outcome 🏅- We’re committed to our tasks, and take pride in the outcome. It’s never “not my job”. We are bold, we are brave, and we embrace change in all its forms.
Trust and Build Trust 🤝 - We are committed to earning and fostering trust through honest communication and deliberate actions. We support our team and value each other’s time, input, and take local decisions where possible.
Never Be Satisfied 💡- We challenge the norms and act boldly, even if it means failing. We are reflective, always learn from our mistakes, and continuously seek feedback and ways to improve. When something’s not quite right, we crave to fix it. We’re open to being challenged, and challenge others openly.
No Passion, No Point 💝 - We bring passion and energy to everything we do. We get a lot done, and we have a good time doing it. We take every opportunity to celebrate our hard work, our wins - and some of our failures too!
Be Genuine (No BS) 💎- We are truthful and honest in our actions. We embrace and respect our individuality and encourage people to speak their mind. We are transparent and committed to doing what’s best for each other, our customers and our company. Put simply, we care.
What’s in it for you?
We’re offering the chance to really make a difference to Hokodo and the wider B2B e-commerce industry. The opportunity for personal growth in a fast-moving startup is very real. Your opinion and feedback will be heard and valued. You'll feel a part of a very special team.
We offer a highly competitive salary and benefits package, including share options.
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