Customer Support Specialist

Create impact in a high-growth fintech startup

HitPay is a one-stop payment platform for SMEs, on a mission to empower businesses with easy access to digital payments. From no-code e-commerce plugins to affordable credit card readers, we help thousands of merchants bring their business dreams to life.

HitPay is backed by Tiger Global, Global Founders Capital, HOF Capital, and Y Combinator. We're expanding rapidly across the globe and are looking for a talented Customer Support Specialist to join us for a one year contract with the possibility to extend

About The Role

As a Customer Support Specialist, you will play a direct role in elevating user satisfaction and helping their businesses grow. Acting as a trusted advisor to HitPay merchants, you'll delve into their pain points and recommend tailored solutions to optimise their experience on our platform.

Relationship-building is at the heart of this role, as you connect with users and offer excellent customer service and account management. With your help, our merchants will maximise their value on our platform, and become loyal, highly-engaged users of HitPay.

Additionally, you\'ll collaborate closely with our Product and Engineering teams, leveraging client insights to shape product strategy and feature development.

This is a full-time role with amazing growth potential. If you\'re empathetic and self-motivated with great people skills, we\'d love to hear from you

What you\'ll do:

• Own the post-sales cycle from customer engagement, retention, and growth of our users and become an expert on HitPay's products
• Build relationships and become a trusted payments advisor to key stakeholders, in partnership with our Sales team
• Provide excellent customer service through messaging platforms and phone calls, to ensure each client\'s success in using HitPay\'s platform
• Be a great listener and uncover our user's needs, which may not be communicated explicitly
• Identify areas for improvement in each client\'s business process, and communicate solutions based on HitPay\'s products, customer success stories, and value proposition
• Discuss customer insights and feedback with the Product and Engineering teams, in order to drive HitPay\'s product strategy and innovation
• Assess common pain points and suggest potential features or improvements that can solve these problems

What we're looking for:

• 2+ years of customer success or client-facing experience, ideally working with a complex, technical product
• Payments and SMB experience is preferred
• Strong business mindset, with an ability to identify the strategy behind each of our user's businesses
• Lots of empathy and patience. You're eager to advocate for our users, understand their pain points, and guide them through technical solutions
• Experience handling difficult situations or customers, while remaining professional and personable
• Strong interest in the fintech industry, and in acquiring deep knowledge about technical products
• An analytical and strategic mind, with a deep interest in shaping our product strategy
• Highly resourceful, with an ability to navigate through our data to find solutions to ambiguous questions
• Self-starter who can independently drive projects in a remote working environment
• Willing to work flexible hours on weekends and shifts

Why join us:

• Highly motivated, smart, and ambitious team
• Learning opportunities and growth
• Flexible, remote working
• Local GP medical reimbursement
• 21 days annual paid leave
• Unlimited medical leave