Location: Ukraine (Remote) Department: Customer Support
About PayDo:
PayDo is a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta. We operate in 140 countries and across more than 25 industries, offering multicurrency IBANs, merchant solutions, and mass payment options. PayDo provides premium and convenient payment services, with all features accessible through a single platform and contract, making us a preferred solution for local and international payments.
The Role:
The Support Specialist is the primary point of contact for customers seeking assistance with our products and services. This role is crucial for ensuring a high level of customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues. You will handle inbound requests via email, phone, and chat, troubleshoot technical issues, and escalate complex cases as needed. This position requires a blend of communication and financial skills, with a strong customer-first mindset.
Your Regular Tasks:
- Respond to incoming client requests (emails, chats, occasional phone calls).
- Process complaints and provide solutions and assistance to clients within the specified internal SLA.
- Escalate issues as necessary and control tasks completed by other departments in Jira.
- Escalate various issues and monitor their resolution with relevant contact persons, adhering to SLAs and defined escalation channels.
- Update articles in Confluence on an ad hoc or regular basis within your area of responsibility.
- Demonstrate strong soft, organizational, and self-management skills with a customer-oriented approach.
- Utilize creative thinking to offer additional services and improve customer activity.
- Participate in shadowing other departments in support (AML, KYB, KYC Teams).
- Verify and onboard B2B clients through the ticketing system.
This position offers standard working hours from Monday to Friday, with occasional presence on Saturdays or Sundays.
Skills & Expectations:
- Minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment.
- Proven ability to effectively respond to incoming client requests across various channels (emails, chats, occasional phone calls).
- Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs.
- Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs.
- A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity.
- Experience with specific ticketing systems or CRM platforms.
- Fluent English (written and verbal) and Ukrainian (or Russian).
What You Will Get:
- A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development.
- Branded merchandise and corporate events at least once a year.
A Bit More About Us:
PayDo offers an advanced payment product that allows you to gain a wide range of professional experience and boost your career in fintech. We provide dedicated multicurrency IBANs, Checkout (cards and APMs with a virtual wallet), Cards, and Mass Payments.
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.
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Empowerment Through Professional Development:
- Yearly allocation for advancing your professional expertise.
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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.
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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.
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Flexible and People-Centric Culture:
- Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation.
- Days of paid sick leave annually, accommodating emergencies and medical needs.
- Additional holidays aligned with your local calendar.
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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!
