Customer Support Specialist
Payhawk · Sofia ·
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
- Visa sponsorship
- Yes
- Company size
- 501-1000
Company Mission
Payhawk is one AI-powered spend management platform for scaling businesses — corporate cards, expense management, procurement, and accounts payable, unified in one place. We serve finance teams across 32+ countries, cutting month-end close time and reconciling 99.7% of transactions with zero manual touch. AI runs through the platform as core infrastructure, not a bolted-on feature — and we hire the top 1% of talent in every function to keep building it that way.
Why Payhawk
Payhawk, where the bold builders make an impact.
We're not a family, we're a high-performance team — and that's deliberate. We debate, ideate, and push each other to be better, because the best ideas come from direct feedback. We've already made history as Bulgaria's first unicorn, but the ambition doesn't stop there: if you want to grow fast - own it; do not wait for it.
Give: Honest opinions, real ownership, a focus on outcomes.
Get: A front-row seat to a market leader in one of the fastest-moving industries.
The role, in one line
You will help Payhawk customers get more out of our products, answering their questions quickly and reaching out to fix issues before they become problems.
What you will own
- Respond to customer queries quickly and accurately by email or chat (Intercom).
- Troubleshoot technical issues, then analyse and report product malfunctions.
- Reach out to customers proactively to solve issues before they become problems.
- Follow up with customers to make sure their technical issues are resolved.
- Identify customer needs and help customers use specific features.
- Share feature requests and effective workarounds with your team.
- Gather customer feedback and share it with our Product, Sales and Marketing teams.
- Update our internal databases with technical issues and useful customer conversations.
- Work with our Product team to keep our help centre articles up to date.
- Stay in regular contact with external stakeholders and collaborators by email and phone.
- Own our tracking system for physical card deliveries.
- Work closely with our Customer Success Specialists and Implementation Managers on customer activation and retention.
- Go the extra mile to engage customers.
What you will need
Must-have
- At least 2 years of customer support experience
- Fluent Bulgarian and English
- Experience with case or ticket management systems (Salesforce, Jira, etc.)
- Excellent communication and problem-solving skills
- The ability and willingness to work both independently and as part of a team
- A proactive attitude
- Attention to detail
- The ability to multi-task
Nice-to-have
- Customer support experience in payments or finance
What you will get
- Recharge properly — 30 days of paid holiday
- Change the view — a week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona
- Win together, celebrate together — regular team-wide events that are actually worth showing up to
- Covered, properly — additional medical care
- Stay in the game — a sports card, fully funded, for the gym, classes, or your sport of choice
- Commute easily — a monthly travel allowance that covers getting to and from the office
- Use what you build — hands-on access to the actual product you're hiring people to help build
Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.