Careers
Customer Success Representative (Junior - Mid)
Be the day-to-day point of contact for the merchants who run their payments on OpenByte.
Customer Success
Portsmouth office
Full-time
About Us
OpenByte builds and runs a payment infrastructure & CRM. Our platform orchestrates payment transactions across dozens of payment processors, and provides customer facing order forms & support sites in order to remove the complicated tasks of taking payments and billing, so that they as a company can better focus on their own product journeys without having to worry about this.
The Role
You'll join our Customer Success team as the day-to-day point of contact for the merchants who use OpenByte, and any new customers that are wishing to onboard and use our services. This could be either on a face to face, phone call or live chat basis.
You'll help merchants get set up and get the most from the OpenByte console, our order forms, checkout, and the CRM. You'll resolve their questions and issues, spot problems and make sure what they tell us reaches our product and engineering teams.
We're hiring at junior to mid level. If you're earlier in your career, we'll invest in teaching you the payments lifecycle and how our platform works under the hood. If you're more experienced, you'll take ownership of a portfolio of key accounts and the relationships around them from the start.
What You'll Be Responsible For
Being the first point of contact for merchants by email, phone, live chat and our support site, and owning each query through to resolution
Onboarding new merchants: configuring accounts, connecting payment processors, and setting up order forms, checkout pages and support sites
Investigating payment issues such as declined transactions, failed 3D Secure checks, refunds, chargebacks and recurring billing problems, using the OpenByte console and processor dashboards
Writing clear, reproducible escalations and bug reports so our engineering and QA teams can act on them quickly
Building trusted relationships with your accounts through regular check-ins, product walkthroughs and account reviews
Spotting early signs that a merchant is struggling or at risk of leaving, and acting before it becomes a problem
Capturing customer feedback and feature requests, and making the case for them with our product team
Creating and maintaining help-centre articles, guides and canned responses that help merchants help themselves
Keeping the CRM accurate and up to date with every interaction, so anyone on the team can pick up where you left off
Supporting merchants through new releases and changes, explaining what's new and what it means for them
What You'll Need
Some commercial experience in a customer-facing role such as customer success, customer support or account management, ideally for a software or tech product
Excellent written communication. You'll explain technical problems to non-technical people every day, and a clear, friendly email is a skill
Strong verbal communication and reasoning skills, including staying calm and in control on difficult calls
A methodical, curious approach to problem solving, and the patience to dig into an issue until you find the real cause
Confidence learning new software quickly and working across web applications
Strong organisation, with the ability to juggle several merchants and priorities at once
Context switching at short notice to meet the demands of the business
A technical mindset and the ability to articulate complex technical responses in either verbal or a written medium.
What Will Set You Apart
Experience in payments, e-commerce, fintech or another financial services environment
An understanding of the payments lifecycle, including authorisation, settlement, refunds and chargebacks
Experience with CRM and helpdesk tools such as HubSpot, Salesforce, Zendesk or Intercom
A basic understanding of APIs and webhooks, or comfort using browser developer tools to investigate issues
Experience onboarding customers onto a SaaS platform
Experience writing help-centre or knowledge-base content
What We Value Beyond Technical Skills
Clear communication: you'll need to explain your decisions to merchants, engineers and leadership alike, and not be afraid to stand by them if challenged
Genuine empathy for customers, balanced with honesty about what we can and can't do
Willingness to own problems end-to-end rather than pass them between teams
Pragmatism: knowing when a quick fix is the right answer and when an issue needs a proper root-cause investigation
Working Pattern
Based in our Portsmouth office because most of our best work happens when the team is in the same room.
What We Offer
Structured support and mentoring to grow your customer success and payments knowledge
Qualifications & training specific to your role if you want to pursue it
Exposure to a real payments platform, and a domain that's valuable for your career
A visible role where you have direct influence over how our customers experience OpenByte, and over what we build next
We provide individual catered lunches every day. For free.
Of course we have a pool table, it's right next to the darts board.
Private healthcare from BUPA Health & Dental.
Netflix and Spotify are on us. Binge away.
We end the week with Friday drinks at the office bar.
Food and Drink allowance at select locations up to £200 per month
£50 per month in shopping vouchers
Apply for this role
This role is based in our Portsmouth office, five days a week. It is not a remote position. We can only consider applicants who are already living in the UK and have the right to work here. It takes about five minutes to apply.