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Customer Success Specialist

Location

Berlin

Employment type

Full-time

Team

Customer Success

<p><strong>Company Mission&nbsp;&nbsp;</strong></p> <p><span style="font-weight: 400;">We are Payhawk, the financial system of tomorrow. Our mission is to simplify company spending and empower every business to reach its full potential by automating all of their payments and back office work. We help finance leaders manage credit cards, payments, expenses, cash and invoices into one integrated experience. We are the company card behind some of the most innovative and fast-growing businesses in Europe like ATU, LuxAir, Viking Life, Gtmhub, By Miles, Flink and many others.</span></p> <p><span style="font-weight: 400;">We are disrupting the world of payments and reinventing the way businesses spend. We are based in London, Berlin, Sofia and Barcelona, we serve customers in 30 countries. We just closed our Series A round of funding from prominent investors like Earlybird and QED. At Payhawk we are looking for passionate, self-driven individuals who want to be a part of a big success story.</span></p> <p><strong>About the Role</strong></p> <p><span style="font-weight: 400;">As a Customer Success specialist, you will be working closely with the Customer Success Manager. The successful candidate will be a highly organized professional who will assist our customers with technical problems when using our products and services. Customer Success Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with our help desk software.</span></p> <p><strong>Responsibilities</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Onboarding and activation of new clients</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Management of your own portfolio of clients</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Responsible of the health status of the clients of your portfolio</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Respond to customer queries in a timely and accurate manner, via phone, email or chat</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Document and optimize processes</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track issues in the quality monitoring system or tools and analyze the results</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Capture feedback on how to improve our tools: Intercom etc&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Update our internal databases with information about technical issues and useful discussions with customers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Inform customers about new features and functionalities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Follow up with customers to ensure their technical issues are resolved</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Gather customer feedback and share with our Product, Sales and Marketing teams</span></li> </ul> <p><strong>Requirements</strong></p> <ul> <li style="font-weight: 400;">2+ years relevant work experience in a customer-facing, customer success, account management or strategic consulting organization</li> <li style="font-weight: 400;"><span style="font-weight: 400;">Comfortable with coordinating with multiple teams and navigating live requests from customers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Comfortable working in a fast-paced, start-up environment</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience using help desk software and remote support tools (Intercom is a plus)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Fluent in German and English</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Familiarity with our industry is a plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Understanding of how CRM systems work</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent communication, strong analytical and problem-solving skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Patience when handling tough cases</span></li> <li style="font-weight: 400;">SaaS experience is an advantage&nbsp;</li> </ul> <p><strong>Company Benefits</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible working hours&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">30 days holiday paid leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Payhawk company card</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive compensation package</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Regular team-wide events</span></li> </ul>
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