Customer Support Agent

Are you interested in joining a rapidly scaling and forward-thinking Swedish FinTech company? Intergiro is on a mission to connect the digital economy by enabling businesses to embed payments into their systems and products. Our core suite of payment APIs are used by thousands of internet platforms to increase revenue, reduce costs and make their products more sticky.

We are developing a new Customer Support service to meet the future needs of our business. As our Customer Support Agent, you will oversee our automated customer support services and handle second-line support for more complex cases directly with customers. A key part of your role will involve calibrating our language model solutions to ensure a strong foundation for scalable automated support, including AI-driven services

Main responsibilities

• Communicate with and provide outstanding 2nd line support to customers via our web-based live chat and ticketing system

• Handle and prioritise 2nd line support requests from customers and internal escalations

• Manage our LLM to ensure a strong foundation for an automated support service

• Analyse transaction inquiries, chargebacks or card related questions and escalating to other team members when necessary

• Collaborate with the backend engineers & product teams to resolve problems, communicate improvements and act as the voice of our customers

• Participate in documenting our processes

We take our culture very seriously

We strive to be the best kind of company and create the best kind of environment for exceptional people. Our goal is to provide a workplace where everyone has the space to grow and make a meaningful impact on our business. By joining us, you’ll become part of a dynamic, fun, and entrepreneurial culture that values openness, responsibility, and ownership—all within a remote setting:

💡 We believe in idea meritocracy: the best one wins, no matter where it came from.

💬 We make sure to create a safe space for open communication so everyone can express their views and speak the truth to power.

👩‍⚖️ We continuously seek innovation. We are trying to build something different and better than what is already out there, so we must be the vanguard.

Requirements

The ideal candidate for this position:

• Experience of Customer support (at least 1 year) preferably from a bank or financial institution but if not, we provide the training you need to get you up to speed with our business and products

• Customer-focus with ability to identify and assess root issues and resolve to customer's satisfaction or escalate as appropriate

• Strong communication and an excellent service-minded skillset

• Capable of meeting response time goals, resolution metrics, and other customer service KPIs

• Quick to adapt to new processes, policies, and customer service tools as the company evolves

• Comfortable working in a fast-paced, scale-up environment

• Genuine interest in banking and Fintech

• Fluency in English, both written and spoken

We are mainly looking to offer this role as a B2B contract. If you already have a business entity or are open to setting one up, we'd love to hear from you! This also means we are open to hiring candidates across the EU, as the role is fully remote.

Welcome with your application!