Customer Support Specialist

At Paysend, we're on a mission to deliver the World's Simplest Money Transfer.

Paysend is a next-generation integrated global payment ecosystem, enabling consumers and businesses to pay and send money online anywhere, anyhow and in any currency. Paysend is UK-based and has global reach having been created in April 2017 with the clear mission to change how money is moved around the world. Paysend currently supports cross-network operability globally across Mastercard, Visa, China UnionPay and local ACH and payment schemes, providing over 40 payment methods for online SMEs.

Paysend can send money to over 170 countries worldwide and has attracted more than seven million consumers to its platform. As a global end-to-end payment platform, Paysend has a global network of banks and international and local payment systems and has partnerships with the major international card networks Visa, Mastercard and China Union Pay as a principal members and certified processors.

Our success is built on supreme technology, friendly customer service and, of course, the very best talent in the FinTech industry. We’re looking for the future gamechangers of FinTech to join us as we positively disrupt the personal and business payments markets and make financial services more accessible and inclusive for individuals and small businesses around the world.

Every day is a new challenge at Paysend, and we approach each project with ambition, innovation and creativity.

What's the role about

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.

Key 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

Skills/Competencies

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 Paysend?

We’re looking for people who share our passion for innovation, buy into the Paysend ethos and add value to our team. When you join Paysend, you’ll have the chance to grow and develop as the business does.

We believe in empowering people to be successful in their jobs, and we pay them fairly for their expertise. We give everyone the context and tools to operate as business owners and encourage our people to contribute with their hearts, minds and creativity.

In the fast-paced FinTech industry the Paysend journey may not always be easy, but we succeed by working together to create solutions that break the status quo. We employ the right people to help us steer the business towards success and global influence.

If Paysend sounds like the perfect company for you, we’d love to hear from you!