Customer Support Specialist

Location: Vilnius, Lithuania

Work: Hybrid

Time: Shifted Hours - 10-6pm UAB time

Type: Full-time

Mission
Pax2Pay is a leading-edge FinTech company dedicated to revolutionising and simplifying payments in the Travel industry. We serve some of the most prominent players in the Travel sector, partnering with key FinTech companies to deliver innovative solutions. Founded in 2019, Pax2Pay is a fast-growing team, aiming to become the top choice for B2B payments in the UK and EEA.

History
With its award-winning digital payment solution, Pax2Pay makes travel payments faster, safer, and more accessible for the entire industry. From hotel bookings and flights to SaaS subscriptions, Pax2Pay's platform enables businesses to pay for a wide array of costs via virtual cards and bank transfers. We have processed billions in transactions, garnered multiple industry awards, including 'Most Disruptive Payments Technology,' and supported major players in the Travel industry.

The Role

As a Customer Support Specialist, you will be the first point of contact for our customers, providing exceptional support and ensuring their experience is seamless and positive. You will work with the wider operations team, account management and product to help build strong, lasting relationships with our customers. This role offers an exciting opportunity to work in a dynamic FinTech environment and directly impact customer satisfaction and company growth within the UK and EEA markets.

Responsibilities

• Provide timely and professional support to customers in response to their queries and requests. This will also include following up on customer survey responses
• Accurately track and document all customer interactions in our CRM system, Hubspot and support with related reporting
• Proactively identify opportunities to enhance the customer experience and contribute to the development of our customer knowledge base. 
• Assist with onboarding new customers and supporting them during their early use of the Pax2pay system
• Support the CDD specialist with transaction monitoring ensuring all flagged transactions reviewed and resolved or escalated
• Collaborate with the wider team to support and contribute to ongoing projects.

Functional Skills

• Excellent written and verbal communication with the ability to explain technical concepts to a non-technical audience
• Problem solving and analytical skills with a proactive approach to finding a resolution
• Experience using a CRM and support ticket system
• Fluency in english is essential and additional european languages would be a significant advantage
• Technical aptitude and the ability to quickly learn new software and systems
• Experience working within a regulated environment

Behaviours

• Customer-Centric Mindset: Proactively seeks to understand client needs and advocate for the customer when dealing with internal stakeholders and third parties
• Proactive: take the initiative to identify and resolve issues before they escalate and recognise and react to trends by suggesting preventative solutions. Takes the initiative to stay on top of product updates
• Adaptability: Thrives in a fast-paced environment, quickly adjusting to shifting priorities
• Collaboration: Works well with cross-functional teams, facilitating clear communication and building strong partnerships across departments
• Detail-oriented: Pays close attention to the accuracy, completeness and consistency of data being recorded in respect of customer queries

Deliverables

• Achieving and maintaining high customer satisfaction scores and positive customer feedback in response to queries and onboarding support
• Timely and accurate resolution of customer issues, within SLAs
• Contribute to a well maintained and helpful customer facing documentation
• Positive, friendly and professional representation of Pax2pay in all customer interactions
• Identify and implement improvements to improve the customer journey and process efficiency