Customer Support Specialist

Payhawk; Barcelona; Híbrido; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Holiday leave 30 days

Competitive pay

Office exchange policy

Flexible hours

WFH option

Team events

Product access

Descripción de la vacante

Payhawk in Barcelona is seeking a proactive Customer Support specialist to help customers navigate our fintech platform across cards, expenses and accounts payable. You’ll respond quickly, troubleshoot issues, and pre-empt problems by reaching out before they arise.

This role requires fluent Spanish and English, experience with ticket systems, and the ability to work independently within a team. You’ll collaborate with Product and Sales to improve the customer experience.

Formación

• 2+ years in customer support, preferably payments/finance.
• Fluent in Spanish and English.
• Experience with case/ticket management systems (Salesforce, Jira).
• Excellent communication and problem-solving skills.

Responsabilidades

• Respond to customer queries in a timely and accurate way via email or chat (Intercom).
• Troubleshoot technical issues and analyze malfunctions.
• Proactively engage with customers to solve issues before they become problems.
• Update internal databases with information about technical issues and discussions with customers.
• Collaborate with Product team to maintain help center articles and gather feedback.

Conocimientos

Spanish

English

2+ years experience

Communication

Multitasking

Attention to detail

Teamwork

Salesforce

Jira

Herramientas

Salesforce

Jira

Descripción del empleo

Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale. The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich, Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, it is about continual learning and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us.

About the role

Providing our customers with the best support in using our products is fundamental to our success. This needs to be accomplished by not only being extremely responsive but equally proactively reaching out to our customers to solve issues before they become problems. Strong technical acumen, natural curiosity and excellent communication skills are fundamental for this role.

Responsibilities

• Respond to customer queries in a timely and accurate way via email or chat (Intercom)
• Troubleshoot technical issues
• Analyze and report product malfunctions.
• Proactively engage with customers to solve issues before they become problems
• Follow up with customers to ensure 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 with our Product, Sales and Marketing teams.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Collaborate with our Product team in keeping our help center articles maintained.
• Keep constant communication with our external stakeholders and collaborators via email and phone.
• Own our physical cards' delivery tracking system.
• Work closely with our Customer Success Specialists and Implementation Managers on customer activation and retention.
• Take the extra mile to engage customers.

Requirements

• At least 2 years of customer support experience, preferably within payments or finance
• Fluent Spanish and English
• Experience working with case/ticket management systems (Salesforce, Jira etc)
• Excellent communication and problem-solving skills
• Ability and willingness to work independently and within a team
• Proactive attitude and attention to detail
• Multi-tasking abilities

Company Benefits

• 30 days holiday paid leave
• Competitive compensation package
• Exchange policy to another Payhawk office (London, Amsterdam, Paris, Berlin, Barcelona and Vilnius)
• Flexible working hours and opportunity to work from home
• Regular team-wide events
• Opportunity to use the Payhawk product

Applications: please note we only accept CVs in English

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.