Problem Solving Consultant with English - North America Shifts

WE ARE DEXT!

Dext is a leading FinTech company, based in London with offices worldwide. We create products that change the norm. We challenge each other to think differently. And we always try to have fun along the way. 

Being the world’s leading accounting and bookkeeping automation software provider, Dext’s products empower businesses with real-time visibility and control over spending, payments, and expenses, helping accountants and bookkeepers work more efficiently with complex financial data workflows. 

Trusted by over 1 million SMBs globally, our solutions utilise AI and machine learning to transform the accounting process, making it effortless and accurate

Our support team leads the way in leveraging AI and advanced technologies, seamlessly integrating them into daily operations to deliver innovative, efficient, and world-class service.

We take pride in our outstanding agents, who embody our core values: Be Brave, Be Together, and Be Exceptional.

Role Summary

We are looking for Problem-Solving Consultants to join our growing team in Bulgaria. The ideal candidates should be passionate about what they do and have a strong sense of empathy and responsibility.

The Problem Solving Consultant aims to answer and solve the questions of our existing Partners, mainly Accountants and Bookkeepers of small to medium-sized businesses from around the globe. This would help maintain fantastically high levels of support and keep our valued customers happy, satisfied and part of our future.

If you like a calm and dull routine schedule, prefer to work at your own pace and like to avoid challenges, this may not be the ideal position for you.

Key Responsibilities

• Professional and friendly communication between the customer and Dext through email, live chat, and phone, ensuring response and action are provided promptly.
• Foster strong relationships with the existing customer base while proactively cultivating new connections to support business growth and expansion.
• Collaborate with internal teams to efficiently resolve support issues.
• Analyses emerging query trends and provide recommendations to enhance processes, improve knowledge bases, and optimise bot performance.

• Adhere to the assigned working schedule, 2:00 PM - 11:00 PM EET.

Key Tasks & Activities (Objectives)

• Engage with our clients via email, live chat, and phone, delivering fast, thoughtful, and impactful solutions.
• Take ownership of customer success by resolving queries directly or teaming up with internal experts to exceed expectations.
• Drive retention by championing initiatives that keep churn rates low and loyalty high.
• Elevate customer satisfaction through proactive, personalised, and memorable support experiences.
• Spot trends in customer inquiries and lead the charge in improving resources - whether it's an online education, chatbot enhancements, or a cutting-edge knowledge centre.
• Partner with Product and Revenue teams to redefine what exceptional support means, ensuring lightning-fast resolutions and delighted customers.

Software used

• Intercom (customer support engine)
• Aircall (phone solution)
• Jira and Confluence
• Google Suite
• Slack

Requirements

• Excellent written and spoken English interactions (C level)
• Easy-going, responsible, communicative team-worker
• Time management skills and ownership of tasks
• "Failure" is not in your vocabulary
• Curious and passionate about helping others
• You're a problem solver by nature

Benefits

Here’s what you can look forward to:

• 40 hrs working week with some flexibility on starting hours
• 25+1 days of paid time off (25 regular days + a special day off for your birthday)
• Recharge Day
• Days dedicated to volunteering
• Employer-paid additional medical insurance, incl. life and risk insurance
• Health and well-being benefits (incl. Multisport card) to keep you at your best
• A personal learning budget to support your growth
• Work remotely from wherever you are
• 1-month initial training in Sofia in a modern office space (we will take care of the accommodation)
• Friendly and welcoming working atmosphere 
• Supportive and helpful colleagues

What you’ll be part of - our values, culture, and behaviors

We are a fast-paced, ambitious FinTech organisation backed by Private Equity (HgCapital). Despite our scale, we maintain the agility of a start-up. Our values guide everything we do:

BE BRAVE
"Everyone in the company has a voice to challenge ideas and the status quo."

BE EXCEPTIONAL
"We set high standards for ourselves. We aim to be exceptional at what we do."

BE TOGETHER
"We are one team. There is no such thing as individual success without team success."


If you are interested please APPLY using the button below.

Confidentiality of all applications is assured. Only shortlisted candidates will be contacted!