Customer Support Specialist

About the role:
At Paysend we know just how crucial it is to provide customers with the best possible assistance in using our service.
We are looking for the candidates to join our team in helping to create the most innovative customer oriented fintech platform.

What You'll do (Responsibilities):

• Communication with our B2C customers to handle and resolve queries within SLAs
• Escalate and liaise with our teams internally to investigate issues and to find a resolution
• Develop subject matter expertise in all areas of B2C (products, systems & processes) at Paysend and ultimately put our customers at the heart of every decision
• Continuous Improvement - identify trending issues and escalate concerns accordingly
• Continuous Improvement - reviewing current processes, templates and internal systems and making suggestions on improvements that would enhance the customer experience or help them to self-serve

What You'll Need To Be Successful In This Role: 

• Experience working in a CS environment, preferably B2C
• Strong communication skills with sound decision-making skills
• Willingness to take ownership of tasks & investigations and own the outcome
• Self-motivated with strong organisational skills and a methodical approach to problem-solving
• Strong interpersonal skills to communicate with internal and external stakeholders
• Ability to work in a pressurised environment with varying deadlines and priorities
• Analytical - look for trends in issues and take corrective actions to reduce or eliminate these
• Ability to work both independently and as part of a team

Desired skills/experience would include:

• Knowledge of general operations within financial services/FinTech
• Working in a Financial Services or FinTech company
• Working knowledge of Zendesk (or similar CRM)
• Understanding, or awareness of KYC and/or AML

Why Join Paysend?

• Make a Global Impact:  Directly impact millions of users worldwide
• Accelerate Your Career:  Benefit from internal mobility, mentoring programs, and continuous learning opportunities
• Thrive in a Connected, Global Organization:  Collaborate with colleagues across our international hubs and more
• Embrace a Principle-Driven & Focused Culture:  Work in an organization guided by strong principles and values that actually help you achieve more than you thought possible
• Enjoy Competitive Compensation and Benefits:  Receive a competitive salary, benefits, and flexible work arrangements