Supplier Support Specialist

Position Summary

The Supplier Support Specialist (SSS II) serves as a trusted expert and key frontline representative of C2FO., responsible for delivering exceptional support experiences and strengthening relationships with our supplier customers. As the first point of contact, you will manage inbound calls, emails, and Intercom chats to address supplier inquiries, resolve issues, and ensure a smooth onboarding and post-onboarding experience.

In this role, you will also be responsible for SRM book assignation, supplier qualification, and providing advanced guidance on the C2FO platform. You will deliver incoming support for self-serve suppliers, guide them through platform navigation, facilitate smooth handoffs to the Relationship Management team, and play an active role in expanding and enhancing our self-serve supplier base.

As a seasoned specialist, you will resolve complex cases with minimal supervision, , collaborate cross-functionally, and contribute to process improvements that enhance overall supplier satisfaction and operational efficiency. Above all, you will champion C2FOs mission to empower suppliers with faster, more flexible access to working capital.

Supplier Support & Issue Resolution

• Handle and resolve supplier queries through incoming calls, email, and Intercom with accuracy, empathy, and a service-first mindset.
• Diagnose and resolve complex or escalated supplier concerns with minimal oversight.
• Guide suppliers through registration, onboarding, and platform navigation. Help improve and grow our self-serve supplier segment.
• Provide clear, solution-oriented support to drive seamless supplier experiences.

Operational Excellence & Assignations

• Manage SRM book assignation based on defined criteria, ensuring smooth routing of suppliers to the right relationship managers.
• Maintain detailed and accurate case notes, records, and reporting within Salesforce and other C2FO platforms.

Cross-Functional Collaboration

• Partner closely with Relationship Management, Sales, Technical Support, and Product teams to resolve issues and improve supplier Experience.
• Share insights and feedback to support continuous improvement initiatives across support and operational processes.

Performance & Productivity

• Demonstrate strong multitasking, prioritization, and time-management skills in a high-volume environment.
• Meet or exceed performance metrics including response quality, productivity, talk time, resolution rate, and supplier satisfaction.

Basic Qualifications

• Graduate
• 5+ years of experience in Supplier Support or related roles (customer support, technical support, sales operations, or fintech support).
• Minimum 2 year of experience handling customer calls or similar interaction-driven roles.
• Excellent written and verbal communication skills in English.
• Strong documentation skills and proficiency using tools such as Salesforce.
• Ability to navigate ambiguity, make sound decisions independently, and manage escalations effectively.

Preferred Qualifications

• Experience working in fintech, B2B payments, or SaaS environments.
• Hands-on experience with CRM systems, preferably Salesforce.
• Intermediate to advanced Excel skills (VLOOKUP, filters, pivot basics).
• Minimum 2+ years of calling experience, with strong customer engagement abilities.
• Strong time management, organizational skills, and multitasking ability.

Key Skills & Competencies

• Customer-centric mindset with empathy and ownership
• Strong problem-solving abilities
• Excellent email-writing and professional communication skills
• Ability to work cross-functionally and manage stakeholder expectations
• High accountability and attention to detail
• Adaptability to changing processes and priorities