“The service we receive from the Vyne team is second to none. Since day one, the interactions we’ve had with the Vyne team have been incredible, whether that was during the easy integration process, quickly answering support tickets or providing feedback through our Customer Success Manager.” - Azad Kamrul, Director & CEO at B A Exchange
What role do you have in the business?
For me in Support, it’s all about ensuring that every Vyne user is able to get the most out of our platform at all times, by providing them with the right knowledge and tools to be able to guide them through any issue. This includes gathering feedback from our customers to generate insights that help improve our service.
In addition to managing Vyne’s Support inbox and Help Centre, I also get involved in the go-live process of all new customers by running workshop sessions to ensure that all new users are fully trained on what Vyne is and how to make full use of our platform.
What’s the best thing about your role in support?
Having worked in Support for quite a while, I’ve experienced a range of different working styles at previous workplaces. Customer feedback around issues and bugs not being acted upon is something I’ve experienced before, but thankfully at Vyne this is not the case. Our amazing Product and Engineering teams are always eager to help no matter the issue, listen to any feedback and work towards finding a solution that works for all. It means I can go back to our customers with confidence and provide them with the level of service they expect from us.
How do we ensure both our merchants and consumers are supported with all things Vyne?
We have a dedicated Help Centre that covers all aspects of Open Banking and Vyne, allowing both merchants and consumers to self-serve on common topics. When further support is required, our committed Support team is just an email away. Once new merchants have been onboarded, they receive a welcome guide with useful information and assets like a guide on how to market Vyne. As well as this, the Support team carry out a personalised workshop session to ensure all users are fully trained on how to make use of the Vyne platform. Finally, each merchant is sent a bi-monthly Support newsletter which is where we look to provide updates that may be of interest to our portal users.
What do you enjoy doing outside of work?
When I’m not working, you’ll either find me in the gym or in front of the telly. Then once the social battery has charged up, I love getting out and about with friends, whether that’s at our local or the next big music festival, where we can have a bit of a boogie. I’m also an avid traveller - I’ll soon be ticking off country #46, Bahrain.