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Customer Success Specialist

Location

Sofia

Employment type

Full-time

Team

Customer Success

<div class="content-intro"><p><strong>Company Mission</strong></p> <p><span style="font-weight: 400;">At Payhawk, we’re building the financial system of tomorrow. Our mission is to simplify company spending and empower every business to reach its full potential by automating its payments and back-office work. We help finance teams manage credit cards, payments, expenses, cash, and invoices in one integrated experience. Our credit card and enterprise software power some of the most innovative and fast-growing businesses, like LuxAir, Scalable Capital, Flink, Gtmhub, Viking Life, and many more.&nbsp;</span></p> <p><span style="font-weight: 400;">We’re based in London, Berlin, Sofia, Barcelona, Paris, and Amsterdam and we serve customers in over 30 countries. We’ve raised more than $140M in funding from the investors of Stripe, Klarna, N26, Robinhood, Revolut, and Nubank. Our values include taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking your mind. There’s no hierarchy when we discuss plans and strategy&nbsp; — just good ideas and opportunities. We’re changing the world of payments, and we’re looking for an exceptional team to help us.</span></p></div><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 data-stringify-indent="2">Onboarding and activation of new clients</li> <li data-stringify-indent="2">Management of your own portfolio of clients</li> <li data-stringify-indent="2">Responsible of the health status of the clients of your portfolio</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>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 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;">30 days holiday paid leave</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;">Two weeks exchange policy to another Payhawk office (London, Berlin, Barcelona, Sofia)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible working hours and opportunity to work from home&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Regular team-wide events</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Additional Medical care</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Company office massages</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Campus X membership benefits&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Opportunity to use the Payhawk product</span></li> </ul>
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