Job description

Cledara is a fast-growing SaaS fintech that offers an all-in-one SaaS purchasing, management, and compliance platform for companies. We combine management tools for teams with a payments platform to deliver a solution for dynamic teams working in the subscription economy.

Think of us as a fintech wrapped into a powerful, yet simple to use and transformative SaaS tool.

We've just raised our Series A for $20M, and we are looking for the next colleagues that will join us to help us take the next big leap together. We are backed by leading investors, including Notion Capital and Commerz Ventures, and have received global recognition:

• SaaS Startup of the Year 2018 by SaaStock
• Top 5 female-founded SaaS companies globally by Microsoft's M12 Venture Fund and Melinda Gates' Pivotal Ventures
• FinTech 50 'Hot Ten' company in 2020 for being one of the fastest-growing fintech startups in Europe

We help companies in the USA, UK, and Europe become more successful users of SaaS by unifying and automating the whole SaaS journey in a business - discovery, purchase, management, and cancellation. We are growing very quickly and looking forward to having a passionate Customer Support Executive join our growing team in the US.

Tasks

You will be the first Customer Support Executive on the ground in the US, launching the US Support Team alongside our Head of Support & Operations. What you'll be doing:

• Monitoring Cledara's customer support channels and responding to customer queries in a way that inspires trust and peace of mind
• Reviewing customer onboarding requests and completing data entry into our compliance systems
• Help draft and implement guiding principles, processes, and tools for Cledara’s customer-facing operations
• Develop trusted advisor relationships with customers
• Identify opportunities to improve Cledara's product by collecting and understanding feedback from customers
• Become a beacon of knowledge as a founding member of Cledara's Support Operations in the US
• Execution of exception handling process for customer invoice matching process
• Execution of merchant classification and enrichment process
• Customer payment and reconciliation-related processes

Requirements

• A customer-first mindset and communication style that makes customers feel as though you are their passionate advocate in the business
• An inquisitive approach to life - you seek to understand what people are saying in-depth, rather than making assumptions
• You are comfortable with rapidly changing environments, organized and resourceful
• A problem-solver who listens, understands and works creatively toward a solution
• 2+ years of experience in a Customer Support role for a B2B start-up, ideally for a SaaS product
• You have worked with Customer Support tools such as Intercom or Zendesk
• Excellent English, both written and spoken

Benefits

• Huge opportunities for progression
• Brand new Apple laptop
• Regular social events and company offsites
• Centrally-located offices in Denver (and Barcelona & London)

Healthy mind and body benefits, including:

• Learning budget
• Food budget

And above all, apply to this role if you want to:

• Join a young tech company in a massive period of growth to accelerate your career and gain an incredible amount of experience in a short time
• Learn from some of the brightest people in the SaaS and Fintech industry
• Work with bright curious people
• Be challenged to stretch yourself to learn and grow
• Join a strong culture of openness & transparency

Salary range: USD 45k to 60k yearly

NOTICE TO THIRD-PARTY AGENCIES:
Please note that Cledara does not accept unsolicited resumes or candidate profiles from employment firms, staffing agencies nor recruiters. In the absence of a signed agreement, Cledara will not consider nor agree to the payment of any referral compensation or a recruitment fee. In the event a recruiter or third-party agency submits resumes or candidate profiles without a previously signed active agreement, Cledara explicitly reserves the right to pursue and hire those candidates without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Cledara. Candidates who have applied to Cledara within the past 12 months or are in conversation with Cledara are considered to be active, potential job candidates.

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