Customer Support Specialist

As a Customer Support Specialist, you will be the first point of contact for our customers, providing exceptional support and ensuring their experience is seamless and positive. You will work with the wider operations team, account management and product to help build strong, lasting relationships with our customers. This role offers an exciting opportunity to work in a dynamic FinTech environment and directly impact customer satisfaction and company growth within the UK and EEA markets.

• →Provide timely and professional support to customers in response to their queries and requests. This will also include following up on customer survey responses
• →Accurately track and document all customer interactions in our CRM system, Hubspot and support with related reporting
• →Proactively identify opportunities to enhance the customer experience and contribute to the development of our customer knowledge base. 
• →Assist with onboarding new customers and supporting them during their early use of the Pax2pay system
• →Support the CDD specialist with transaction monitoring ensuring all flagged transactions reviewed and resolved or escalated
• →Collaborate with the wider team to support and contribute to ongoing projects.

• Excellent written and verbal communication with the ability to explain technical concepts to a non-technical audience
• Problem solving and analytical skills with a proactive approach to finding a resolution
• Experience using a CRM and support ticket system
• Fluency in english is essential and additional european languages would be a significant advantage
• Technical aptitude and the ability to quickly learn new software and systems
• Experience working within a regulated environment

• Customer-Centric Mindset: Proactively seeks to understand client needs and advocate for the customer when dealing with internal stakeholders and third parties
• Proactive: take the initiative to identify and resolve issues before they escalate and recognise and react to trends by suggesting preventative solutions. Takes the initiative to stay on top of product updates
• Adaptability: Thrives in a fast-paced environment, quickly adjusting to shifting priorities
• Collaboration: Works well with cross-functional teams, facilitating clear communication and building strong partnerships across departments
• Detail-oriented: Pays close attention to the accuracy, completeness and consistency of data being recorded in respect of customer queries

• Achieving and maintaining high customer satisfaction scores and positive customer feedback in response to queries and onboarding support
• Timely and accurate resolution of customer issues, within SLAs
• Contribute to a well maintained and helpful customer facing documentation
• Positive, friendly and professional representation of Pax2pay in all customer interactions
• Identify and implement improvements to improve the customer journey and process efficiency