Customer Support Associate

Back to all rolesCustomer Support Associate ApplyJob detailsClient Success ManagementTiranaFull-timeAbout Cardo AIAt Cardo AI, we've been on a mission since 2018 to make Private Credit and Asset-Based Finance (ABF) markets more accessible and efficient. Today, with over $40 billion in assets under technology, our platform empowers banks, trustees, and investors to accelerate growth through smarter strategies, faster transactions, and optimized investment portfolios. Driven by a bold vision to help grow the ABF market beyond $40 trillion, we're building a future defined by speed, confidence, and innovation. By combining automated workflows, comprehensive data, and AI-driven insights, we transform complexity into opportunity, enabling our clients to unlock growth and stay ahead.For more details about our business, products, and services, please visit cardoai.com.The RoleAs a Customer Support Associate, you will play a key role in ensuring an exceptional client experience by managing user access, supporting ticket resolution, and continuously improving our service delivery processes. Acting as the first point of contact for our external users, you will collaborate cross-functionally to ensure timely and efficient resolution of client requests within agreed SLAs.What You Will Do Provision and manage access for all external users in the IDP, aligned with contract specifications and organizational roles.Maintain and adjust user permissions as contracts evolve or amendments are introduced.Onboard external users in Jira Service Management, ensuring correct organization allocation.Configure and tailor the support portal based on client-specific requirements.Monitor Jira support boards daily to oversee timely handling of all incoming client requests.Perform first level assessment of tickets, gathering missing information and resolving issues directly where possible.Escalate complex issues and coordinate with internal teams to ensure timely resolution.Track SLA performance, proactively preventing and escalating potential breaches.Maintain Jira dashboards for structured and automated reporting.Prepare quarterly performance reports for executives across all support portals.Conduct functional QA testing on new feature releases prior to deployment (excluding data validation).What You Bring Proven experience in customer support, service management, or SaaS environments.Strong expertise in IT service management workflows, including ticketing and SLA tracking (experience with Jira Service Management preferred).Excellent written and verbal communication skills with experience in client-facing roles.Strong analytical and problem-solving abilities with meticulous attention to detail.Ability to multitask, prioritize, and make quick decisions in high-demand environments.Proactive and solution-oriented mindset, focused on efficiency and superior client experience.Experience managing external user access and permissions in compliance with organizational and contractual policies.Effective cross-functional collaboration skills, coordinating with technical and business teams.Competence in reporting, dashboard management, and data-driven decision making.Client focused. You take ownership of customer issues and strive to deliver a seamless experience.Organized. You manage multiple priorities efficiently while maintaining a high standard of accuracy.Collaborative. You communicate clearly across teams and thrive in a cross-functional environment.Proactive. You identify areas for improvement and act before problems escalate.Curious. You seek to understand our products, clients, and processes deeply to deliver informed support.Compensation & Benefits Hybrid Work Model: Enjoy flexibility with a blend of office and remote work.Inspiring Rewards: Competitive salary and performance-based bonuses.Continuous Growth: Opportunities for professional development and career advancement.Team Spirit: Participate in regular team events, workshops, and annual company...