Customer Support Specialist, Payhawk
4+ days a week in office
Payments & expense management solution
Open for applications
Payments & expense management solution
201-500 employees
Open for applications
4+ days a week in office
201-500 employees
Company mission
Payhawk's mission is to simplify company spending and empower every business to reach its full potential by automating its payments and back-office work.
Role
Who you are
- Strong technical acumen, natural curiosity and excellent communication skills are fundamental for this role
- At least 2 years of customer support experience
- Fluency in English
- Fluency in French, German, Dutch or Spanish is considered a plus
- 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
What the job involves
- 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
- 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 to maintain our help center articles
- 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 customers
Our take
Finance teams often juggle a number of disconnected tools to manage the company's spend, with expense management, invoicing, company cards and subscriptions covered by different software packages. These aren't really designed to interact with one another, which can cause friction and create a lot of manual work. Payhawk is changing this with a unified platform to replace all individual B2B payments services, allowing a company to manage its expenses in a single place.
Operating mainly in Europe and the UK, Payhawk competes with the likes of Spendesk and Revolut Business. Where Payhawk stands out is in its flexibility in how its customers can configure its workflows, and its attentive and rapid customer support. This has seen it grow a large international customer base including the likes of Wagestream, LloydsDirect and Vinted to name a few.
Payhawk closed the second phase of its Series B funding round in 2022, with a valuation that made it the first ever Bulgarian unicorn. It has used this funding to open new offices in Paris, Amsterdam and New York as it launched its expansion into the US market. It will continue to develop its product and hire new talent, planning to grow its UK headcount by 44% in 2024 off the back of massive growth in 2023.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2022
$100m
SERIES B
Nov 2021
$112m
SERIES B
Total funding: $235.9m
Company benefits
- Flexible working hours
- Help with relocation
- Company card
- Work from any office
- 30 days holiday (excl. bank holidays)
- Medical care
Company HQ
Holborn, London, UK
Leadership
Boyko Karadzhov
(CTO)Previously a Software Developer at Marvena for 1 year and Software Engineer - Principal at Telerik for 3 years.
Hristo Borisov
(CEO)Previously worked for 10 years at Progress, holding various positions such as Senior Manager of Product Management for 1 year and Software Developer for 2 years.
Previously Senior Corporate Finance Advisor at KPMG for 4 years and Financial Planning & Analysis Manager at Progress for 3 years.
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