Customer Support Officer

Paynovate is a Belgium based fintech with more than 80 talented employees. We’re building a company where dreams are shaped, where bold initiatives are taken, where your leadership, ownership and ability to follow-through are valued. As a growing e-money institution, we are bringing payment solutions to the next level, and you could be a part of that.

As we scale our platform and product offerings, we are seeking a Customer Support Officer to be the first point of contact for our customers, helping them navigate their day-to-day questions and ensuring they receive fast, clear and effective support.

As a Customer Support Officer, you will be the first point of contact for our customers, helping them with day-to-day questions related to payments, invoices, terminals or access to our services.

Your mission is simple: make sure every customer gets the right answer, from the right person, as efficiently as possible. You will resolve straightforward requests whenever possible and triage more complex cases to the right internal teams.

You don't need to know everything from day one: you will be trained and supported by the team to progressively build your knowledge of our products, tools and the payments industry.

• →Act as the first point of contact for Paynovate customers, handling their requests via phone and email/ticketing systems.
• →Triage incoming requests, resolving straightforward Level 1 cases and escalating more complex matters to the appropriate internal teams.
• →Provide clear, professional and customer-focused support, including when handling challenging or frustrated customers.
• →Create, update and manage support tickets using our internal tools, including Zendesk and Jira.
• →Follow up on customer requests to ensure timely and effective resolution.
• →Collaborate closely with Operations and other internal teams to ensure a smooth customer experience.

At Paynovate, we focus on positioning the right talent in the right roles, empowering our people to drive the business forward. We seek someone who:

• Is fluent in French and Dutch, both essential for this position, and can communicate professionally in English.
• Previous experience in customer service or customer support is a plus, but not a requirement - what matters most is your willingness to learn and grow in the role.
• Has strong attention to detail and understands the importance of accuracy when handling payment and transaction-related information.
• Has a strong customer-service mindset and communicates clearly, professionally and empathetically.
• Can remain calm and solution-oriented under pressure, including when dealing with challenging customer conversations.
• Is organised, comfortable handling multiple requests and able to determine when a case should be resolved or escalated.
• Has a natural interest in technology, is eager to learn and can quickly get familiar with new tools and processes.
• Takes ownership of customer requests and follows them through until they are resolved or correctly handed over.