Customer Support Specialist
Job Description
PayDo, a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFCA in Malta operates in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments.
The Support Specialist serves as the primary point of contact for customers seeking assistance with our products and services. This role is critical in ensuring a high level of customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues. The Support Specialist is responsible for handling inbound requests (via email, phone, chat, and other channels), troubleshooting technical issues, and escalating more complex cases as necessary. This role requires a blend of communication & financial skills, and a customer-first mindset.
Your regular tasks
- Reply to incoming requests from clients (emails, chats, and occasionally phone calls)
- Process complaints, and provide solutions and assistance to clients within a specified time frame due to internal SLA
- Compose, split/distribute tasks between other departments in Jira
- Escalate various issues and monitor their resolution
- Update articles in Confluence
- Customer success: high level of empathy and customer-oriented approach
- Creative thinking: offer additional services and improve customer activity
- Shadowing work for other departments in support (AML, KYB, KYC Teams)
- Onboarding B2B clients through the ticketing system
Skills & Knowledge
- At least 1 year of experience working as a Customer Support Specialist
- Knowledge of English at least at B2 level
- Experience in usage different support tools
Will be a plus
- Experience in fintech company
Hiring Steps
Our recruitment process typically includes the following steps: Application Screening –> Interviewing Process & Assessment (TA/Tech/Final Interview and Test Assignment (upon request)) –> Offer –> Reference Check
What’s In It For You
At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.
- Empowerment Through Professional Development:
- Monthly investment in your English learning
- Yearly allocation for advancing your professional expertise
- Unlock Your Potential:
- Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
- Performance reviews are anchored in KPIs, ensuring recognition is merit-based
- Make a Lasting Impact:
- Work on unique projects where your contributions can reshape company-wide processes
- Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
- Flexible and People-Centric Culture:
- 17 days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
- 10 days of paid sick leave annually, accommodating emergencies and medical needs
- Additional holidays aligned with your local calendar
- Compensation & Incentives:
- Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets
Our Values:
At PayDo, we live by principles that drive us to excellence:
- Ownership & Initiative: Specialists who take charge and make a difference
- Collaboration & Communication: Together, we achieve more by sharing ideas and insights
Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!