Card Program Management
Warsaw, Poland
As Marqeta’s Operations Analyst on our Customer Support team you will play a crucial role in managing the day-to-day operations of our customer support services. This role requires close collaboration with various teams, including Compliance, Legal, and Risk Operations, to ensure adherence to compliance and regulatory policies. The Operations Analyst will report to the Senior Customer Support Operations Manager.
This role can be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us in Warsaw.
The Impact You’ll Have
- Evaluate, resolve, analyze, and report on customer complaints to identify trends and areas for improvement.
- Partner with our BPO vendor to track headcount, including the onboarding and off-boarding of agents.
- Assist in the management of escalations, ensuring that customer issues are resolved in a timely and efficient manner.
- Daily monitoring of customer support operations KPIs.
- Contribute to risk management efforts, helping to identify and mitigate potential operational risks.
- Support process improvement initiatives, identifying opportunities for efficiency and effectiveness.
- Participate in and collaborate on quality assurance reviews to ensure consistency in customer interactions.
- Build and maintain strong relationships with internal and external stakeholders.
- Support the development and implementation of operational policies and procedures.
- Contribute to the overall success of the customer support team through active participation in team meetings and projects.
What We’re Looking For
- Experience in a customer support or operations role, preferably within a BPO environment.
- Strong analytical skills, with the ability to evaluate and interpret complex data.
- Excellent communication skills, with the ability to effectively liaise with stakeholders.
- Experience working with remote and international teams.
- Experience with Fintech products and services.
- A proactive approach to problem-solving, with the ability to anticipate and mitigate potential issues.
- Experience in process improvement, with a focus on enhancing efficiency and effectiveness.
- Strong organizational skills, with the ability to manage multiple tasks and deadlines.
- A team player, with the ability to collaborate effectively with others.
- A commitment to providing excellent customer service, with a focus on meeting and exceeding customer expectations.
- Flexibilty to work with different regions and timezones.
Your Manager
- Amber Harris-Demery
Recruiter For This Role
- Agata Wojciechowska
Typical Process
- Application submission
- Recruiter phone call
- Hiring manager video call
- Virtual “Onsite” consisting of 3 x 45 min calls
- Offer!
About Marqeta
Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.
Marqeta’s Values
– Intentional Curiosity: We believe in asking the questions others shy away from. True progress comes from understanding today’s realities while challenging ourselves to do better and take on the status quo.
– Thoughtful Responsibility: We believe that every interaction with our technology and platforms matters. Businesses and livelihoods rely on our work, so we strive for excellence and accountability every day with the highest standards for failsafe technology and compliance.
– Innovative Simplicity: We believe that simplicity is powerful, especially in innovation—making a tool work better or finishing that feature that makes everyone smile. Our customers face a lot of complexity. We’re not here to add more.
– Shared Success: We believe the measure of our success is the success of our employees, customers, and communities. From local businesses to big corporations, our impact goes deep and wide. And we’ve got the results to prove it.
– Passion to Thrive: We believe anyone with a better idea should be able to change the game for our company and our customers. We solve big problems for our customers and draw energy from that challenge and opportunity.
Equal Employment Opportunity, Accommodations and Privacy
Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.
Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.
If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.