Customer Support Specialist (US Hours/Night-shifts)

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
• Excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact
• Multi-tasking abilities

Note: The working schedule for this position is based on a rotating shift pattern of 00:00–09:00 or 15:00–00:00 (up to your preference), working 3 to 4 days per week with up to 3 consecutive days off, including one weekend shift of 12 hours.

Company Benefits 

• 30 days holiday paid leave
• Competitive compensation package
• Exchange policy to another Payhawk office (London, Barcelona, Paris, Amsterdam)
• Flexible working hours
• 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.