Customer Support Specialist (US Hours/Night-shifts)

<div class="content-intro"><p><strong>Company Mission</strong></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir 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.</span></p> <p>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.</p> <p>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<strong>.</strong> From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.</p> <p><span style="font-weight: 400;">We’re changing the world of payments, and we’re looking for an exceptional team to help us. </span></p></div><p> </p> <p><strong>About the Role</strong></p> <p><span style="font-weight: 400;">Providing our customers with the best support in using our products is fundamental to our success. This needs to be accomplished by not only being extremely responsive but equally proactively reaching out to our customers to solve issues before they become problems. Strong technical acumen, natural curiosity and excellent communication skills are fundamental for this role. </span></p> <p><strong>Responsibilities</strong></p> <ul> <li><span style="font-weight: 400;">Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom)</span></li> <li><span style="font-weight: 400;">Analyze and report product malfunctions.<br></span></li> <li><span style="font-weight: 400;">Proactively engage with customers to solve issues before they become problems</span></li> <li><span sty