Customer Service Specialist - Fintech

At Kantox, we are looking for a Customer Service Specialist to join our amazing CSS Team and hold an important role in the organization 🚀

This job is for you if you are looking to develop your career in a disruptive environment.

In this role, you will be part of the CSS Team which is essential for monitoring and analyzing the client's behaviour to avoid a potential churn.

About the team

The CSS team is a very dynamic and energetic team. We all come from different work-related and cultural backgrounds which makes the team very dynamic and fun. We strive for adaptability and we encourage asking questions as well as bringing new ideas to the table. The team has a lot of ambition as each team member can create or join any project, aside from the core tasks of the role, as long as it has a positive impact in Kantox.

Our mission as a team is to provide stellar service to our top priority clients by putting ourselves in the client's shoes, and by practicing active listening.

Meet the team

Sabrina Giron - Team Manager Customer Service Specialist

Eva Morera Cabrejas - Expert Customer Service Specialist

Vincent Grandi - Customer Service Specialist

Olivia Sita Harvey - Customer Service Specialist

Your mission within Kantox

The Role

The Kantox hedging and payments solutions are deeply integrated into our clients' treasury operations. You support our clients with day to day queries on our platform and technology and take proactive ownership of solving any problems, monitor and analyze our top tier clients´ activity within Kantox, to spot a possible churn, understanding of our international corporate clients' business and own KPIs like customer satisfaction scores.

Liaising with stakeholders such as Treasury Managers and being part of the Kantox account management team for our clients.

The Customer Success department sits at the heart of the company, giving the successful candidate an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and client facing skills in the process. In addition, for the right candidate, the role provides an excellent springboard into other roles in the company over the longer term, such as Customer Success.

Responsibilities

• Support our priority clients in an effective and friendly way on queries relating to their operations with us, the user interface and technical issues (supported by our Tech team) or by our Operations team
• Being the pillar of the Customer Success team by spotting potential churns
• Lead on proactive reach out to clients on transactional topics.
• Monitor client activity, using our bespoke Account Dashboard, coordinating closely with the Customer Success Managers.
• Client training on our User Interface.
• Be the voice of the customer in Kantox, requesting feedback and ensuring it is addressed and actioned internally.
• Communicate with Liquidity Providers regarding the failure of orders;
• Take ownership of projects focusing on the improvement of processes and automation of tasks;

Who you are

• Interest in currency markets and treasury operations. Some previous experience would be a strong plus.
• Strong communications skills (verbal and written), with high proficiency in English and in another language (Spanish, French, Italian)
• Attention to detail and strong sense of professionalism
• Good, basic competence in Excel
• Ability to work effectively across teams
• Great organisational skills with ability to work autonomously
• A problem solving attitude and resilience under pressure
• Experience with Zendesk would be a plus
• References are appreciated

Our culture

• An environment of innovation, accountability, and constructive feedback
• A diverse and multicultural team of over 40 different nationalities
• Grow your role and build your career with our learning and development opportunities.
• A collaborative and inclusive culture of sharing and teamwork. Build connections for life.
• Hybrid working and flexible hours so you can work when and where you feel best
• Some testimonials: “The culture and the people at Kantox make me want to recommend Kantox as a place to work. There is a good balance between learning and growing and support from fellow team members. I feel like the people are very welcoming and make Kantox an easy place to feel at home."

What we offer:

• Competitive salary
• Sponsored learning budget
• Free private health insurance
• Free Spanish, English and French lessons
• Relocation package if needed
• Flexible working hours with an intensive Friday schedule
• Hybrid work model
• 31 days of annual vacations
• Gym discounts and free sport activities
• Restaurant Ticket with monthly credit and regular cross-team lunches
• Fresh fruit and unlimited coffee
• Beautiful office with incredible 360-degree views of Barcelona
  

About Kantox

Kantox is a leading fintech company developing sophisticated Currency Management Automation software solutions that help companies to automate their foreign exchange processes and leverage currencies for growth.

We are a 200-person strong team, split between London and Barcelona. So far, we’ve raised over €30 million and became profitable in 2018. Thanks to our clients, we continue to grow at a fast pace. Clients in 75 countries have already exchanged more than USD $18 billion with us!

As of July 2023, Kantox is a BNP Paribas company. Kantox will continue to operate as an independent company, now with the experience and market power of BNP Paribas behind it.

Our Commitment to Diversity, Equity & Inclusion

Kantox is deeply committed to diversity, equity and inclusion both in our hiring practices and in our experiences as a Kantox employee.

We’re proud to be an equal opportunity employer, and encourage all applicants regardless of race, religion, or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.