Payhawk
Fintech
CustomerSupportSpecialist(USHours/Night-shifts)
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist (US Hours/Night-shifts) at Payhawk. Skills: Customer support, Communication skills, Problem-solving skills. Respond to customer queries. Analyze and report product malfunctions”
What You'll Achieve.
Providing our customers with the best support; Solve issues before they become problems; Ensure their technical issues are resolved; Customer activation and retention
Industry & Context.
Excellent problem-solving skills
US Hours/Night-shifts, Rotating shift pattern of 00:00–09:00 or 15:00–00:00, Working 3 to 4 days per week, Up to 3 consecutive days off, Including one weekend shift of 12 hours
What They're Looking For.
Must Have
2 years of customer support experience, Fluent in English, Experience working with case/ticket management systems, Excellent communication and problem-solving skills, Ability and willingness to work independently and within a team, Proactive attitude and attention to detail, Excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact, Multi-tasking abilities
What You'll Do.
Respond to customer queries
Analyze and report product malfunctions
Proactively engage with customers
Follow up with customers
Identify customer needs
Share feature requests
Gather customer feedback
Update internal databases
Collaborate with Product team
Keep constant communication
Own physical cards’ delivery tracking
Work closely with Customer Success Specialists
How You'll Work.
Team & Collaboration
Share feature requests and effective workarounds with team members; Gather customer feedback and share with our Product, Sales and Marketing teams; Collaborate with our Product team; Keep constant communication with our external stakeholders and collaborators; Work closely with our Customer Success Specialists
Communication Scope
Excellent communication skills; Excellent communication and problem-solving skills
Full Job Description
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. 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, and we believe in work-life balance, 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 phone (Aircall), email or chat (Intercom) Analyze and report product malfunctions. Proactively engage w
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