At Token, helping customers is our top priority and we’re looking for a driven, articulate, customer champion to join our customer experience team. As a Customer Experience representative, you will serve as primary contact for a customer’s concerns related to product, refunds, and disputes.

Primary responsibilities

• Answer customer queries real-time and resolve escalations with outbound phone calls

• Research customer inquiries using Token’s CRM

• Proactively recommend and educate the customer about features and benefits

• Ability to understand customer issues and help them navigate the product

• Deliver and improve experience metrics

• Maintain a calm, composed, and positive attitude while meeting goals

• Provide the best customer experience possible towards customer retention

• Run regular feedback/suggestions surveys with different customer segments

What we are looking for

• Great communicator with the ability to solve customer problems

• Passionate about the problem Token is solving, technology, and people

• Ability to work in a customer-focused, data-driven environment

• 1-2 years of customer service experience

• Great written/verbal communication and problem-solving skills

• Ability to be timely, patient, and attentive to customer needs and requests

• Passion to learn and ability to gain deep knowledge of the product

• The desire to educate and help users

About Token Payments

Token is a digital-first payment solution that gives people the power to pay for anything, anywhere, without sharing their real payment information. Token is committed to solving the broken payment experience that exists today and by building an intuitive, user-driven technology product, we are curbing the negative impact of data breaches and giving people absolute control, peace of mind and the freedom of choice.