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Introducing Chargeflow Welcome to Chargeflow, where innovation meets expertise. We're not just another startup; we're a dynamic and rapidly expanding company driven by seasoned leaders in the world of fintech and eCommerce. Our passionate team is on a mission to tackle one of the most pressing issues plaguing online businesses today: chargeback fraud. This insidious menace all too often results in substantial losses, both in revenue and profits. Join us on our journey as we revolutionize the fight against chargeback fraud. Who We're Looking For - The Dream Maker We are searching for a Scale Customer Success Manager who thrives in scalable customer engagement and excels at delivering value to a large customer base. As a key player in our Customer Success team, you will drive efficient, one-to-many communication strategies that empower our SMB clients to maximize their success with Chargeflow. Your mission is to educate, engage, and support thousands of clients using automation, strategic outreach, and data-driven insights Join us in revolutionizing chargeback management with cutting-edge technology, equipping businesses with the ultimate defense against fraud, and helping them protect their revenue and profit margins at scale. Your Arena:
* Own post-sale engagement for Chargeflow’s SMB clients, driving onboarding, adoption, retention, and expansion through scalable communication.
* Conduct multiple daily meetings with SMB clients and manage one-to-many customer success initiatives, including email sequences, webinars, video training, and automated outreach to maximize impact across our client base.
* Implement efficient self-serve education, automation, and scalable engagement strategies.
* Create targeted customer journeys and lifecycle campaigns to enhance customer satisfaction and drive product adoption.
* Serve as a trusted advisor to relevant stakeholders (IC to C-level) by providing insights, best practices, and proactive guidance to help SMB clients optimize their chargeback management.
* Analyze customer engagement data to identify trends, risks, expansion opportunities and proactively take action.
* Collaborate cross-functionally with Product, Sales, and Marketing to ensure alignment and continuous improvement and assist with development prioritization, feature alignment, and overall product evolution.
* Gather and communicate customer feedback (VOC) to drive product improvements and feature prioritization.

We are looking for a highly motivated, talented, resourceful and energetic individual to join our company for the next phase of our fast moving story as Customer Success Manager.

This Customer Success Manager role is an opportunity to join our team, help build a strong customer success department and make a significant impact. Through an impeccable support experience, you will help our customers solve their aching conflicts, while drawing new insights and working closely with other team members in order to build and improve our product.

Responsibilities:

- Represent the voice of the customers and be part of the product development roadmap.

- Build CS working processes, suggest innovative solutions and look for service improvement opportunities.

- Be the point of contact for our customers on all media channels.

- Prioritize open issues, and ensure technical and service-related issues are handled quickly and appropriately.

- Build onboarding and training processes, and data knowledge centers.

- Support a team of CS representatives (Students).

- Study & implement new tools.

Were looking for a Community Manager to lead efforts in strengthening user engagement, satisfaction, and loyalty across every customer touchpoint. This role blends direct customer engagement and relationship management, managing customer communications across multiple channels and touchpoints, and managing the Community engagement and activities.

As a Community Manager, you will serve as the main POC for users, regularly engaging and interacting with customers to ensure satisfaction, success and issue resolution; collaborating and handling escalations with different internal stakeholders (such as Business, Product, Marketing, etc).

In parallel, youll be responsible for managing our online host community, engaging with community members and leading community event productions end-to-end, building a positive, active, and informed space where customers can learn, share, and grow together. You will also explore, engage with and establish relationships with other host communities, including owners and members.

Responsibilities
Customer Relations

Serve as the main point of contact for Lite users, handling general product and commercial inquiries, resolving issues, and escalating to internal teams as needed.
Monitor customer health signals to identify risks and opportunities, proactively engaging with relevant users to prevent churn, and drive conversion and retention.
Engage with users to collect and analyze customer feedback, communicating insights to relevant cross-team stakeholders.
Support the execution and distribution of customer-facing campaigns around product releases, business initiatives, seasonal events and offers.
Community Management

Manage and moderate Host Community (CommunityFacebook group, and online events, community newsletters), engaging with community members by sharing content and updates, responding to posts and answering questions.
Plan and execute community events and workshops end-to-end, in collaboration with Marketing and Events teams
Engage key community members and power users, building relationships and partnering with Marketing on spotlights, testimonials, and other marketing content
Monitor online STR forums and engage with STR hosts as the face

We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.

The Head of CX role is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.

Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience a competitive advantage in the hospitality industry, allowing to continue its growth and maintain its leadership position.

Responsibilities:

Overseeing and growing CX operations for 3 different products.
Managing and growing CX operations in multiple locations around the world
Building and maintaining service and support processes and tools
Introducing new channels of communication such as phone support and chat
Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
Meeting KPIs for team performance while scaling the team
Maintaining a high quality of knowledge
Introducing self-service and troubleshooting capabilities for customers
Introducing automation and customer experience technologies and tools.
Recruiting and overseeing team leaders and key personnel
Manage and execute ongoing projects as requested by the CX Management.
Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

we are seeking a talented and highly motivated Sales Development Representative EMEA with the ability to work Monday to Friday to join our team!


Responsibilities:

Expand client base!
Have high-impact engagements, develop new relationships, and generate opportunities with key decision makers and influencers
Map key stakeholders, understand prospects pain points, gather technical requirements, correlate business value to prospect needs, and determine the likelihood of the prospect being a good fit for offerings
Conduct lead generation activities following best practices and processes, and provide feedback for process improvement based on insights gathered from the field.
Effectively communicate value proposition and both functional and technical attributes.
Consistently achieve sales qualified lead quotas and performance goals.
Continually seek knowledge on industry best practices, product offerings, competitive landscape, client use cases, and compelling events to help perform your duties.
Update and maintain prospect information and sales activities on systems such as Salesforce, HubSpot, and SalesLoft.
Provide Account Executives with detailed notes on prospect interaction and deal insights to ensure the opportunity is understood, and next steps are clearly defined during Sales Qualified Lead handover.