Customer Support Representative (English)

Boku; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Boku, a leading provider of local mobile-first payment solutions, is seeking a Customer Support Representative in London. The role involves delivering exceptional customer service, managing inquiries across multiple channels, and supporting a culture of continuous improvement. Ideal candidates will be fluent in English, have experience in customer-facing roles, and demonstrate strong problem-solving skills.

Qualifications

• Fluency in English (verbal and written).
• Minimum 1 year experience in a customer-facing or call center environment.

Responsibilities

• Handle Level 1 customer inquiries via phone, chat, and email.
• Process and approve refund requests in accordance with company policy.
• Update and improve internal and external support documentation.

Skills

Communication

Problem-Solving

Attention to Detail

Tools

CRM software

Job description

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Role Purpose

As a Customer Support Representative, you will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers via email, phone and chat channels. Working alongside a team of other Customer Support Representatives, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements, regulatory requirements (e.g., GDPR, PSD2) and upholding our company’s service standards. With a focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

This role is critical in maintaining positive customer relationships, ensuring queries areaddressed promptly, and contributing to a culture of continuous improvement. You will alsoupdate and enhance knowledge base articles, helping to empower customers with self-service tools. In doing so, you’ll sharpen your problem-solving skills, build expertise in thepayments industry, and lay a foundation for future growth.

Key Responsibilities

1. Frontline Support

• Handle Level 1 customer inquiries via phone, chat and email, providing clear and accurate resolutions.
• Troubleshoot basic product or service issues as the first course of action, ensuring escalation to higher tiers is a last resort when necessary.

2. Refunds & Disputes

• Process and approve refund requests in accordance with company policy.
• Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures.
• Resilience and effective communication are vital when addressing complex customers interactions to achieve positive outcomes alongside adherence to policies.

3. Knowledge Base Maintenance

• Update and improve internal and external support documentation, including FAQs and troubleshooting guides, to ensure both customers and support teams have access to accurate, up-to-date information. This enables customers to resolve common issues independently, reducing support volume and improving overall efficiency.
• Provide feedback to enhance self-service materials based on frequent customer questions and pain points, helping to create a smoother, faster support experience that drives customer satisfaction and strengthens trust in the service.

4. Collaboration & Escalations

• Liaise with the Product Support teams to escalate complex issues.
• Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.

5. Customer Satisfaction & Service Quality

• Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support.
• Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.

6. Administrative & Reporting

• Maintain accurate records of customer interactions and transactions in our CRM.
• Contribute to team meetings and provide insights on recurring challenges and inquiries, helping to identify areas for improvement. When raised, these insights are reviewed, prioritised and actioned by the team to drive proactive solutions and enhance the overall customer experience.

Key Skills and Competencies

Language Expertise

• Fluency in English (verbal and written).

Customer-Centric Communication

• Excellent verbal and written communication skills, capable of empathizing with customers while efficiently resolving issues.

Problem-Solving & Attention to Detail

• Ability to swiftly identify the core issue, conduct basic troubleshooting, and follow detailed procedures accurately, while also demonstrating the capacity for ad-hoc problem-solving to address unique challenges. All resolutions should maintain high quality and effectiveness, adapting as needed to ensure customer satisfaction.

Collaboration & Adaptability

• Comfortable working within a distributed team, sharing insights and escalating issues to the appropriate team member when they require immediate attention, ensuring all details are provided for a timely resolution.
• Flexible and able to handle shifts in priorities or protocols in a fast-pacedenvironment.

Organizational Skills

• Capable of managing multiple inquiries simultaneously, maintaining thorough and accurate records.
• Ability to work independently and self-motivate to make real-time decisions in a fast-paced, high-volume environment
• Excellent multitasking abilities and accountability in handling responsibilities and tasks.

Tech Savvy

• Skilled in using CRM software (e.g., Zendesk); ability to quickly learn newtools, systems, and processes.

Regulatory Awareness (Desirable)

• Basic familiarity with industry regulations (GDPR, PSD2) or willingness to learn compliance essentials.

Qualifications

Essential

• Fluency in English (spoken and written) and must be able to work within BST time (BST) hours, Mon-Fri 9am-5pm BST
• Minimum 1 year experience in a customer-facing or call center environment.

Desirable

• Background in payments, e-commerce, or related field.
• Competency in using CRM systems; Zendesk experience is a plus.
• Previous exposure to refunds, disputes, or basic troubleshooting processes.
• Experience updating knowledge base documentation or contributing to process improvements.