Customer Service Rep

About Blackhawk Network:
Rybbon, a Blackhawk Network Company, is looking for a talented and motivated Sr. Customer support representative with a passion for solving challenging problems and building products that customers love.

This is a great opportunity to join a Rybbon, Blackhawk Network company that is changing how businesses put the power of gifting to work.

**Who We Are**:
Rybbon is a platform for marketers to send & manage global e
- gift campaigns like Amazon or Visa e-gift cards. Marketers love how Rybbon makes it easy to deliver gifts to hundreds and thousands of recipients. Rybbon is the only integrated gifting partner for the top marketing & survey platforms - SurveyMonkey, Marketo, HubSpot, and Qualtrics.

Rybbon was acquired by Blackhawk Networks in August 2021, a global leader in branded payments.

At Blackhawk Network, we shape the future of global branded payments through prepaid products, technologies, and networks that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty, and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, have global excellence, and be inspiring Blackhawk is a multi-billion dollar US-based corporation, with headquarters in Pleasanton, California, and offices in over 28 countries.

So, what are you waiting for? Shape your career and join our global network.

Overview:
Blackhawk Network is building a digital platform and products that bring people and brands together. We facilitate cross-channel payments via cash-in, cash-out, and mobile payments. By leveraging blockchain, smart contracts, serverless technology, real-time payment systems, we are unlocking the next million users through innovation.

Our employees are our biggest assets Come find out how we engage, with the biggest brands in the world. We look for people who collaborate, who are inspirational, who have a passion that can make a difference by working as a team while striving for global excellence.

**Responsibilities**:

- Play a key role in a 5 person Support Team, **lots of room for growth & advancement**:

- ** Perform customer due diligence process **for new Account and Reward Approvals
- Answer and resolve customer questions and issues in a prompt and courteous manner and offering thoughtful solutions
- ** Proactively identify risk in customer escalation **and resolve with proper solutions
- Escalate advanced technical problems or product issues to the product team and management, and manage communication until resolution
- ** Collaborate and innovate with executives and team** to create efficient processes and messaging in helping build the Support Team
- ** Implement best-in-class customer support practices with customers** to provide quality and excellent customer experience
- Achieve performance metrics and goals set by management

Qualifications:

- Bachelor’s degree
- 2-5 years of Customer Support experience, preferably in **B2B SaaS customer support**:

- ** Excellent writing communication skills **- writing samples required
- Track record of high achievement - tell us what you've done that makes you a winner
- ** Integrity, energy, and genuine desire to understand and solve customer pain points**:

- Critical thinking and problem-solving skills
- Experience with tools like Zendesk, Ticketing System a plus
- Previous support experience in digital rewards, gifting, research, marketing or survey tools is a plus
- .Love learning new things and teaching others about them
- Commitment to excellence
- Self-starter

**Hours**: 9 am to 6 pm US time (EST) / 6:30 pm to 3:30 am Indian Standard time.