Customer Support Specialist (US Hours/Night-shifts)

The role, in one line

You will help Payhawk customers get the most from our products by responding quickly and reaching out to solve issues before they become problems.

What you will own

• Respond to customer queries quickly and accurately by phone (Aircall), email, or chat (Intercom).
• Analyse and report product malfunctions.
• Engage with customers proactively to solve issues before they become problems.
• Follow up with customers to make sure 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 it with our Product, Sales, and Marketing teams.
• Update our internal databases (Confluence) with technical issues and useful discussions with customers.
• Work with our Product team to keep our help centre articles up to date.
• Keep in constant contact with external stakeholders and collaborators by chat, email, and phone.
• Own the delivery tracking system for our physical cards.
• Work closely with our Customer Success Specialists on customer activation and retention.
• Go the extra mile to engage customers.

What you will need

• At least 2 years of customer support experience.
• Fluent English.
• Experience with case or ticket management systems, such as Salesforce or Zendesk.
• Excellent communication and problem-solving skills.
• The ability and willingness to work both independently and as part of a team.
• A proactive attitude and attention to detail.
• Enthusiasm for working in an AI-first environment, using AI tools to move faster, cut repetitive work, and have more impact.
• The ability to multitask.

Note: The working schedule for this position is based on shift pattern - 00:00-09:00, working 3 to 4 days per week with up to 3 consecutive days off, including one weekend shift of 12 hours.

What you will get

• Recharge properly — 30 days of paid holiday
• Change the view — a week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona
• Win together, celebrate together — regular team-wide events that are actually worth showing up to
• Covered, properly — additional medical care
• Stay in the game — a sports card, fully funded, for the gym, classes, or your sport of choice
• Commute easily — a monthly travel allowance that covers getting to and from the office
• Use what you build — hands-on access to the actual product you're hiring people to help build

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.