Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Voice Chat Atlassian Confluence Supply Chain Product Analysis Customer Retention Knowledge Base Stakeholder Communications Package Delivery Bug Tracking And Management Help Desk Support

Other Skills

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Customer Service
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Communication
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Multitasking
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Teamwork
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Detail Oriented
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Curiosity
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Problem Solving

Roles & Responsibilities

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

Requirements:

Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom)
Proactively engage with customers to solve issues before they become problems
Identify customer needs and help customers use specific features
Gather customer feedback and share with our Product, Sales and Marketing teams

Payhawk

Financial Services

About Payhawk

Payhawk is one of the leading spend management solutions for domestic and international businesses throughout Europe, the US, and the UK. Combining company cards, reimbursable expenses, accounts payable, and seamless accounting software integrations into a single product, Payhawk makes business payments easy — for everyone. Payhawk helps customers in over 32 countries to maximise efficiency, control spending at scale, and stay agile. With offices in London, Berlin, Barcelona, Paris, Amsterdam, Vilnius, Sofia, and New York, Payhawk’s diverse customer base includes top names like LuxAir, Babbel, Vinted, Wallbox and Wagestream.

Company type: SME

Industry: Financial Services

Founded: 2018

Company size: 201 - 500

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Job description

Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us.

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 phone (Aircall), email or chat (Intercom)
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 (Confluence).
Collaborate with our Product team in keeping our help center articles maintained.
Keep constant communication with our external stakeholders and collaborators via chat, email and phone.
Own our physical cards’ delivery tracking system.
Work closely with our Customer Success Specialists on customer activation and retention.
Take the extra mile to engage customers

Requirements

At least 2 years of customer support experience
Fluent in English
Experience working with case/ticket management systems (Salesforce, Zendesk 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

Note: The working schedule for the position is Monday to Friday from 13:00–22:00 GMT+3

Company Benefits

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

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.