Customer Support Specialist

The role, in one line

You will help Payhawk customers get more out of our products, answering their questions quickly and reaching out to fix issues before they become problems.

What you will own

• Respond to customer queries quickly and accurately by email or chat (Intercom).
• Troubleshoot technical issues, then analyse and report product malfunctions.
• Reach out to customers proactively to solve issues before they become problems.
• Follow up with customers to make sure their technical issues are resolved.
• Identify customer needs and help customers use specific features.
• Share feature requests and effective workarounds with your team.
• Gather customer feedback and share it with our Product, Sales and Marketing teams.
• Update our internal databases with technical issues and useful customer conversations.
• Work with our Product team to keep our help centre articles up to date.
• Stay in regular contact with external stakeholders and collaborators by email and phone.
• Own our tracking system for physical card deliveries.
• Work closely with our Customer Success Specialists and Implementation Managers on customer activation and retention.
• Go the extra mile to engage customers.

What you will need

Must-have

• At least 2 years of customer support experience
• Fluent Spanish and English
• Experience with case or ticket management systems (Salesforce, Jira, etc.)
• Excellent communication and problem-solving skills
• The ability and willingness to work both independently and as part of a team
• A proactive attitude
• Attention to detail
• The ability to multi-task

Nice-to-have

• Customer support experience in payments or finance

What you will get

• Recharge properly — 30 days of paid holiday
• Change the view — a week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona
• Win together, celebrate together — regular team-wide events that are actually worth showing up to
• Covered, properly — additional medical care
• Stay in the game — a sports card, fully funded, for the gym, classes, or your sport of choice
• Commute easily — a monthly travel allowance that covers getting to and from the office
• Use what you build — hands-on access to the actual product you're hiring people to help build

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.