Customer Support Specialist

About this role

The role is a Customer Support Specialist at Bumpa, focused on helping merchants use the platform and resolve issues across multiple channels. You will be a key touchpoint, guiding merchants, addressing problems, and helping them grow their businesses with confidence. The job aims to improve merchant satisfaction and the overall merchant journey.

What you would do

• Act as the primary contact for merchants across live chat, phone, email, WhatsApp and social media.
• Respond to merchant inquiries promptly with clear and accurate information.
• Assist merchants with issues such as product uploads, order management, store setup, and basic payment questions.
• Troubleshoot issues using internal processes and escalate complex cases while keeping merchants informed.
• Take ownership of merchant issues and ensure full resolution or proper handover.
• Collect merchant feedback and share insights to improve the product and merchant journey.

What they are asking for

• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
• 0-2 years of experience in customer support or a customer-facing role, including internships.
• Strong verbal and written communication skills.
• Comfortable supporting customers across multiple channels, including email, phone, live chat, and social media.
• Basic problem-solving skills and strong attention to detail.
• Tech-savvy with the ability to quickly learn new tools and systems.

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