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Job Description
Payhawk is seeking a Customer Support Specialist to provide excellent support to its customers. The ideal candidate will be responsive, proactive, and possess strong technical skills and communication abilities. This role is based in Sofia.
Responsibilities:
- Respond to customer queries via phone, email, or chat.
- Analyze and report product malfunctions.
- Proactively engage with customers to resolve issues.
- Follow up with customers to ensure issue resolution.
- Identify customer needs and help customers use specific features.
- Share feature requests and workarounds with team members.
- Gather customer feedback and share with relevant teams.
- Update internal databases with technical issue information.
- Collaborate with the Product team to maintain help center articles.
- Communicate with external stakeholders via email and phone.
- Manage the physical cards' delivery tracking system.
- Work with Customer Success Specialists on customer activation and retention.
- Engage customers beyond the basics.
Requirements:
- At least 2 years of customer support experience.
- Fluent in English.
- Experience with case/ticket management systems (Salesforce, Zendesk etc).
- Excellent communication and problem-solving skills.
- Ability to work independently and within a team.
- Proactive attitude and attention to detail.
- Multi-tasking abilities.
Payhawk offers:
- 30 days holiday paid leave
- Competitive compensation package
- Exchange policy to another Payhawk office (London, Barcelona, Paris, Amsterdam)
- Flexible working hours and opportunity to work from home
- Regular team-wide events
- Opportunity to use the Payhawk product
