About the RoleProviding 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.ResponsibilitiesRespond 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 problemsFollow 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 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 customersRequirementsAt least 2 years of customer support experienceFluent in English, Spanish and FrenchExperience working with case/ticket management systems (Salesforce, Zendesk etc)Excellent communication and problem-solving skillsAbility and willingness to work independently and within a teamProactive attitude and attention to detailMulti-tasking abilitiesCompany Benefits30 days holiday paid leaveCompetitive compensation packageExchange policy to another Payhawk office (London, Berlin, Sofia, Paris, Amsterdam )Flexible working hours and opportunity to work from homeRegular team-wide eventsOpportunity to use the Payhawk productPayhawk 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.#J-18808-Ljbffr
