Senior Support Specialist

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, Quantive, 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

At Payhawk, we help businesses spend smarter. As a Senior Support Specialist for the US market, you will own the full customer journey — from resolving support queries to driving activation, adoption, and retention.

This role combines the best of both worlds: technical customer support and implementation. You’ll guide customers through onboarding and setup, help them extract maximum value from Payhawk, and ensure their ongoing success. Your strong technical understanding, customer-first mindset, and ability to communicate clearly will make you a trusted partner for our US customers.

Key Responsibilities

Customer Onboarding & Implementation

• Lead onboarding for new customers: understand their needs, configure their Payhawk accounts, and deliver tailored product walkthroughs.
• Ensure customers are technically activated (cards, users, integrations, policies, etc.) within SLAs.
• Align account setup with customers’ internal processes and ensure they realize value early in their Payhawk journey.
• Manage multiple customer onboardings in parallel, ensuring smooth handover into steady-state usage.

Customer Support & Issue Resolution

• Respond to customer queries quickly and accurately via chat (Intercom) and email.
• Diagnose, troubleshoot, and escalate technical issues in collaboration with internal teams.
• Maintain accurate case documentation in Salesforce and internal wikis (Confluence).
• Update and improve help center content to support customer self-service.

Customer Adoption & Retention

• Monitor customer health and usage to identify opportunities for increased adoption.
• Conduct optimization sessions to help customers automate processes and expand Payhawk usage.
• Engage proactively with customers showing signs of inactivity or friction.
  Drive retention by ensuring customers continuously extract measurable value from Payhawk.
  
  

Collaboration & Continuous Improvement

• Partner cross-functionally with Product, Engineering, and Sales to drive customer outcomes.
• Share feature requests, feedback, and recurring issues to help shape product improvements.
• Contribute to internal enablement by sharing learnings and best practices.
  
  

Key Requirements

• 3+ years of experience in customer support, onboarding, or implementation — ideally in a SaaS or fintech environment.
• Strong technical acumen and ability to manage both reactive support and proactive onboarding tasks.
• Fluent English (native or near-native); additional languages are a plus.
• Experience with Salesforce, Intercom, or similar CRM/ticketing tools.
• Excellent written and verbal communication skills with a focus on clarity and empathy.
• Highly organized and capable of managing multiple customers simultaneously.
• Proactive, detail-oriented, and driven by customer success outcomes.
  
  

Comprehensive Benefits Package

 

• 30