Product Support Specialist

About Rauva : Rauva is Portugal's first all-in-one platform designed for business owners and entrepreneurs to start, run, and grow their businesses. From opening a business account and managing certified invoicing, expenses, and payments to accessing expert accounting services, Rauva brings everything you need into one single place. Combining cutting-edge technology with personalized human support, we simplify daily business finances, so entrepreneurs can focus on what truly matters — growing their business. And this is just the beginning, as we're in the process of acquiring the bank Montepio Empresas. Our achievements say it all: Awarded Mastercard For Fintechs Europe 2024 Winner of the Banking Tech Awards 2024 Recognized in the Technology Fast 50 2024 by Deloitte Winner of the Prémio Navegantes XXI 2024 Selected by Banco de Portugal for the Finlab Portugal program Selected by Unicorn Factory Lisboa Honoured as the Tech Innovator in Portugal 2023 by KPMG Rauva was founded just two years ago in Lisbon, Portugal, and we've been on an incredible growth journey ever since. Our team has expanded rapidly, from 40 members last year to 100 today, representing over 10 nationalities and proudly maintaining a workforce that is 47% female. Your work at Rauva will directly impact thousands of entrepreneurs, as you collaborate with a passionate team of innovators to create cutting-edge, user-focused products that are transforming the future of Portuguese businesses. About you: You're a tech-savvy, empathetic professional who thrives in a fast-paced, customer-focused environment. With strong troubleshooting and communication skills, you quickly grasp new financial technologies and provide thoughtful solutions. Adaptable and detail-oriented, you take ownership of challenges, collaborate seamlessly with teams, and go above and beyond to enhance the customer experience. Startup experience is a plus, but passion and a shared purpose matter most. What's the role: The role of a Support Specialist within Rauva is to serve as the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic support. As a tech-savvy and customer-focused professional, you will troubleshoot issues, provide clear guidance on our financial products and technologies, and collaborate with internal teams to drive continuous improvements in our support processes. This role is integral to maintaining customer satisfaction and fostering long-term relationships with our users. Your Responsibilities: Customer Support: Engage with customers to provide assistance, and ensure an outstanding customer experience, both through chat and over the phone. Technical Troubleshooting: Apply strong technical knowledge to identify and resolve issues related to our products and technologies, offering clear and concise guidance to customers while troubleshooting problems effectively. Documentation and Reporting: Maintain accurate and detailed records of customer interactions, issues, and resolutions. Provide regular reports to the Support Lead, highlighting recurring problems and suggesting improvements to enhance overall support efficiency. Whats your ideal background? Fluent in Portuguese and English are mandatory (written and spoken) Minimum of 3 years of experience in customer support (banking/fintech industry) Excellent communication skills, both verbal and written Adaptability to handle changing priorities and responsibilities Collaborative spirit to work effectively with other teams Attention to detail and accuracy Effective time management for handling multiple inquiries What we can offer you: Remote Policy: Work from home or our office in Lisbon according to Rauva's remote work policy Competitive Salary above the industry average Meal Allowance Leadership Opportunities (chances to lead projects and teams) Enjoy off-site events and getaways to build a strong sense of community Access to the latest accounting software and tools Opportunities to advance within a rapidly expanding organization that aims to be present throughout Southern Europe in the very near future. The hiring process for this role: MBTI Test 1st interview: Intro call with People for culture fit Competencies & Technical Assessment 2nd interview: Interview with Hiring Manager Job Offer Join the Rauva mission to make entrepreneurship easily accessible to everyone. If you're driven about innovation, excel in a fast-paced startup environment, and want to be involved in impactful solutions, Rauva is the place for you. Join us in shaping the future of banking and enabling SMEs to grow and succeed across Europe. Be part of a groundbreaking journey where innovation meets impact, and help us create something truly pioneering. #J-18808-Ljbffr