Customer Success Representative (Junior - Mid)

Reports to: Head of Customer Success. Location: Segensworth office. Type: Full-time, permanent.About UsOpenByte 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 RoleYou'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 ForBeing the first point of contact for merchants by email, phone, live chat and our support site, and owning each query through to resolutionOnboarding new merchants: configuring accounts, connecting payment processors, and setting up order forms, checkout pages and support sitesInvestigating payment issues such as declined transactions, failed 3D Secure checks, refunds, chargebacks and recurring billing problems, using the OpenByte console and processor dashboardsWriting clear, reproducible escalations and bug reports so our engineering and QA teams can act on them quicklyBuilding trusted relationships with your accounts through regular check-ins, product walkthroughs and account reviewsSpotting early signs that a merchant is struggling or at risk of leaving, and acting before it becomes a problemCapturing customer feedback and feature requests, and making the case for them with our product teamCreating and maintaining help-centre articles, guides and canned responses that help merchants help themselvesKeeping the CRM accurate and up to date with every interaction, so anyone on the team can pick up where you left offSupporting merchants through new releases and changes, explaining what's new and what it means for themWhat You'll NeedSome commercial experience in a customer-facing role such as customer success, customer support or account management, ideally for a software or tech productExcellent written communication. You'll explain technical problems to non-technical people every day, and a clear, friendly email is a skillStrong verbal communication and reasoning skills, including staying calm and in control on difficult callsA methodical, curious approach to problem solving, and the patience to dig into an issue until you find the real causeConfidence learning new software quickly and working across web applicationsStrong organisation, with the ability to juggle several merchants and priorities at onceContext switching at short notice to meet the demands of the businessA technical mindset and the ability to articulate complex technical responses in either verbal or a written medium.What Will Set You ApartExperience in payments, e-commerce, fintech or another financial services environmentAn understanding of the payments lifecycle, including authorisation, settlement, refunds and chargebacksExperience with CRM and helpdesk tools such as HubSpot, Salesforce, Zendesk or IntercomA basic understanding of APIs and webhooks, or comfort using browser developer tools to investigate issuesExperience onboarding customers onto a SaaS platformExperience writing help-centre or knowledge-base contentWhat We Value Beyond Technical SkillsClear communication: you'll need to explain your decisions to merchants, engineers and leadership alike, and not be afraid to stand by them if challengedGenuine empathy for customers, balanced with honesty about what we can and can't doWillingness to own problems end-to-end rather than pass them between teamsPragmatism: knowing when a quick fix is the right answer and when an issue needs a proper root-cause investigationWorking PatternBased in our Segensworth office because most of our best work happens when the team is in the same room.What We OfferStructured support and mentoring to grow your customer success and payments knowledgeQualifications & training specific to your role if you want to pursue itExposure to a real payments platform, and a domain that's valuable for your careerA visible role where you have direct influence over how our customers experience OpenByte, and over what we build next