Customer Support Specialist at Payhawk

Payhawk is seeking a Customer Support Specialist to provide excellent support to its customers. This role involves responding to customer queries, analyzing product malfunctions, and proactively engaging with customers to solve issues. The ideal candidate will possess strong technical skills, natural curiosity, and excellent communication abilities.

Responsibilities:

• Respond to customer queries via phone, email, and 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 assist with feature usage
• 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
• Maintain communication with external stakeholders
• Manage the physical cards' delivery tracking system
• Work with Customer Success Specialists on customer activation and retention
• Take the extra mile to engage customers

Requirements:

• At least 2 years of customer support experience
• Fluency in English
• Fluency in French, German, Dutch, or Spanish is a plus
• Experience with case/ticket management systems (e.g., Salesforce, Zendesk)
• 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
• Flexible working hours and opportunity to work from home
• Regular team-wide events
• Opportunity to use the Payhawk product