Customer Support L1 Specialist

About the Position

Customer Support L1 Specialist

Europe (Remote)

PayDo, a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, operates in 140+ countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, mass payment options, acquiring, open banking, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for modern online businesses.

The Support Specialist serves as the primary point of contact for customers seeking assistance with our products and services. This role is critical in ensuring a high level of customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues. The Support Specialist is responsible for handling inbound requests (via email, phone, chat, and other channels), troubleshooting technical issues, and escalating more complex cases as necessary. This role requires a blend of communication & financial skills, and a customer-first mindset.

Responsibilities

• Reply to incoming requests from clients (emails, chats, occasionally phone calls)
• Process complaints, and provide solutions and assistance to clients within a specified time frame due to internal SLA
• Escalate, where necessary, and control tasks completed by other departments in Jira
• Escalate various issues and monitor their resolution to the relevant contact persons in accordance with the SLAs and defined escalation channel
• Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for
• Strong, soft, organizational, and self-management skills, customer-oriented approach
• Creative thinking: offer additional services and improve customer activity
• Shadowing work for other departments in support (AML, KYB, KYC Teams)
• Onboarding B2B clients through the ticketing system

Requirements

• Minimum of 2 years 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, including emails, chats, and 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)

We Offer

• Annual Learning & Development Budget – invest in your growth with dedicated funds for courses, training, and certifications.
• Regular Performance Reviews Based on KPIs – for your professional growth.
• 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.
• Innovation Financial Rewards – share your ideas through our PayDo Ideas Hub and earn extra bonuses.

About the Company

PayDo is a fintech company founded by a team of ambitious professionals with extensive experience back in 2017. Through the years, our team has grown, our products have become more advanced and the whole company has come a long way to become one of the top financial service providers.

Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!