Customer Support Agent

The Company 

Cledara helps businesses take control of their software subscriptions. By giving them visibility of their software, cutting excess spend, and streamlining admin we help them focus on the things that matter.

With 1,000+ customers in 32 countries and 6,000+ software vendors, we’re the world’s leading software management platform.

We’re backed by leading investors, including CommerzVentures, Nauta Capital, Notion Capital, Techstars, and Anthemis.

A fun fact about Cledara is that we have a tradition of sports partnerships. Cambridge United FC's historic stadium takes our name, and we have partnered with UTMB Val d'Aran since its first edition four years ago.

The Role

As a member of the Customer Support team at Cledara, you will be responsible for:

• 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
• Developing trusted advisor relationships with customers
• Identify opportunities to improve Cledara's product by collecting and understanding feedback from customers
• The execution of exception handling process for customer invoice matching process
• The execution of Cledara’s merchant classification and enrichment process
• Customer payment and reconciliation-related processes

• 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
• 1+ 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
• Willingness to learn core technology tools.
• Holds a bachelor's degree or above (desirable).
  

About You

• Customer-Centric: You are always putting the customer first, skillfully addressing their needs with empathy and patience to ensure satisfaction and build trust.
• Adaptable & Quick Learner: Change excites you. You quickly grasp new technologies and processes, adapting seamlessly to enhance the customer experience.
• Problem Solver: You excel at troubleshooting, always ready with creative solutions to ensure customer issues are not just resolved, but anticipated.
• Tech-Savvy: Digital tools are second nature to you, enabling efficient and effective customer support.
• Excellent Communicator: You articulate information clearly and persuasively, ensuring every customer feels heard and valued.
• Team Player: You know that collaboration fuels success, readily sharing insights and support to uplift your team and the customer experience.

Benefits

• Access to Private Medical Insurance via Sanitas.
• Food allowance to the value of €100 per month.
• Learning budget of €500 per year, to help you stay on top of your game.
• A great working culture with regular work outings, company offsites and international travel.
• 23 days annual leave plus public holidays.
• Access to a corporate ClassPass account.
• An Apple Macbook to work on.
• Great centrally located workspace with an outside courtyard area, beautiful collaborative working spaces, free tea & coffee, and periodic social events.

Salary range - €23,000 - €24,000