Customer Support Specialist

• About the role

Providing our customers with the best support in using our products is fundamental to our success. This needs to be accomplished by not only being extremely responsive but equally proactively reaching out to our customers to solve issues before they become problems. Strong technical acumen, natural curiosity and excellent communication skills are fundamental for this role. Responsibilities

• Respond to customer queries in a timely and accurate way via email or chat (Intercom)

• Troubleshoot technical issues

• Analyze and report product malfunctions.

• Proactively engage with customers to solve issues before they become problems

• Follow up with customers to ensure their technical issues are resolved.

• Identify customer needs and help customers use specific features.

• Share feature requests and effective workarounds with team members.

• Gather customer feedback and share with our Product, Sales and Marketing teams.

• Update our internal databases with information about technical issues and useful discussions with customers.

• Collaborate with our Product team in keeping our help center articles maintained.

• Keep constant communication with our external stakeholders and collaborators via email and phone.

• Own our physical cards' delivery tracking system.

• Work closely with our Customer Success Specialists and Implementation Managers on customer activation and retention.

• Take the extra mile to engage customers.

Requirements

• At least 2 years of customer support experience, preferably within payments or finance
• Fluent Spanish and English
• Experience working with case/ticket management systems (Salesforce, Jira etc)
• Excellent communication and problem-solving skills
• Ability and willingness to work independently and within a team
• Proactive attitude and attention to detail
• Multi-tasking abilities

Company Benefits

• 30 days holiday paid leave

• Competitive compensation package

• Exchange policy to another Payhawk office (London, Amsterdam, Paris, Berlin, Barcelona and Vilnius)

• Flexible working hours and opportunity to work from home

• Regular team-wide events

• Opportunity to use the Payhawk product

Applications: please note we only accept CVs in English

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.