Customer Support Specialist (US Hours/Night-shifts)

<div class="content-intro"><p><strong>Company Mission</strong></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p>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.</p> <p>The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams.&nbsp;We’re also on a journey to measure and improve our environmental and social impact<strong>.</strong>&nbsp;From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.</p> <p><span style="font-weight: 400;">We’re changing the world of payments, and we’re looking for an exceptional team to help us.&nbsp;</span></p></div><p>&nbsp;</p> <p><strong>About the Role</strong></p> <p><span style="font-weight: 400;">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.&nbsp;</span></p> <p><strong>Responsibilities</strong></p> <ul> <li><span style="font-weight: 400;">Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom)</span></li> <li><span style="font-weight: 400;">Analyze and report product malfunctions.<br></span></li> <li><span style="font-weight: 400;">Proactively engage with customers to solve issues before they become problems</span></li> <li><span style="font-weight: 400;">Follow up with customers to ensure their technical issues are resolved.</span></li> <li><span style="font-weight: 400;">Identify customer needs and help customers use specific features.</span></li> <li><span style="font-weight: 400;">Share feature requests and effective workarounds with team members.</span></li> <li><span style="font-weight: 400;">Gather customer feedback and share with our Product, Sales and Marketing teams.</span></li> <li><span style="font-weight: 400;">Update our internal databases with information about technical issues and useful discussions with customers (Confluence).</span></li> <li><span style="font-weight: 400;">Collaborate with our Product team in keeping our help center articles maintained.</span></li> <li><span style="font-weight: 400;">Keep constant communication with our external stakeholders and collaborators via chat, email and phone.</span></li> <li><span style="font-weight: 400;">Own our physical cards’ delivery tracking system.</span><span style="font-weight: 400;"><br></span></li> <li><span style="font-weight: 400;">Work closely with our Customer Success Specialists on customer activation and retention.</span></li> <li><span style="font-weight: 400;">Take the extra mile to engage customers</span></li> </ul> <p><span style="font-weight: 400;"><br></span><strong>Requirements</strong></p> <ul> <li><span style="font-weight: 400;">At least 2 years of customer support experience</span></li> <li><span style="font-weight: 400;">Fluent in English</span></li> <li><span style="font-weight: 400;">Experience working with case/ticket management systems (Salesforce, Zendesk etc)</span></li> <li><span style="font-weight: 400;">Excellent communication and problem-solving skills</span></li> <li><span style="font-weight: 400;">Ability and willingness to work independently and within a team</span></li> <li><span style="font-weight: 400;">Proactive attitude and attention to detail</span></li> <li><span style="font-weight: 400;">Excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact</span></li> <li><span style="font-weight: 400;">Multi-tasking abilities</span></li> </ul> <p><strong><em>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.</em></strong></p> <p><strong>Company Benefits&nbsp;</strong></p> <ul> <li>30 days holiday paid leave</li> <li>Competitive compensation package</li> <li>Exchange policy to another Payhawk office (London, Barcelona,&nbsp;<span style="font-weight: 400;">Paris, Amsterdam</span>)</li> <li>Flexible working hours</li> <li>Regular team-wide events</li> <li>Opportunity to use the Payhawk product <div class="markdown body-1"> <p>&nbsp;</p> <p style="text-align: left;"><em>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.</em></p> </div> </li> </ul>