Customer Experience Specialist

Transfers Customer Experience Specialist

Trading 212

OUR MISSION IS TO ENABLE EVERYONE TO BUILD WEALTH We reinvent how trading and investing work by creating exceptional products people love. Fostering a culture of excellence and high velocity is the key to our success. Тoday, we serve over 6 million clients, with more than €30 billion in assets under management - a testament to the scale and trust we’ve built in just a few years. THE ROLE We’re looking for a motivated Transfers Customer Experience Specialist to join our Transfers Customer Care team. This is a specialised support role focused on portfolio transfers, working closely with Transfer Operations on more complex and sensitive cases. You’ll support clients throughout the transfer journey - answering their questions, explaining requirements and timelines, and coordinating internally to ensure their investments are moved smoothly between providers. WHAT YOU’LL DO * Handle client enquiries specifically related to portfolio transfers via chat and email. * Guide clients through the end-to-end transfer process, explaining requirements clearly and setting the right expectations. * Investigate and resolve issues related to portfolio transfers, ensuring accurate and timely execution. * Coordinate with internal teams, especially Transfer Operations, to secure smooth processing of transfer requests. * Proactively monitor pending cases, follow up where needed and provide clear, timely updates to clients. * Channel client feedback into concrete suggestions to improve our processes, tools and client experience. * Act as a trusted point of contact for clients on transfer-related matters, delivering a “premium” support experience. WHAT YOU NEED TO HAVE * Proficiency in English (C1 or above), with strong written and verbal communication skills. * Strong attention to detail and problem-solving skills. * A customer-oriented approach with a focus on precision and accuracy. * Good time-management and multitasking abilities. * A proactive, people-oriented attitude and the ability to work both independently and as part of a team. * Willingness to learn and develop deep expertise in portfolio transfers. * Adaptiveness to a rapidly changing environment. * Experience (1+ year) in a customer support role, preferably in tech, fintech or performance-driven teams, is a strong advantage. NICE TO HAVE * Previous experience in customer service or operations. * Familiarity with portfolio transfers, brokerage or stock-market processes. * Understanding of the fintech or online investing industry. * University degree in Finance, Business Administration, Economics or a related field. WHAT WE OFFER * Comprehensive training programme focused on portfolio transfers and related processes. * Opportunities to upskill and grow your career, including potential progression within Transfers and other teams. * Full appreciation of your talent and specialised knowledge – your work has direct impact on our clients’ experience. * Generous remuneration package. * Excellent social benefits, including 25 days paid annual leave, a sports card and private health insurance. * Standard working hours – Monday to Friday, 9:00–18:00, with weekends and public holidays off (no shift work). * One work-from-home day per week. Are you ready to accelerate your career with us? We'd love to hear from you! We process applicant data confidentially and in accordance with applicable data protection laws. We may use AI-powered tools to help review applications, but all hiring decisions are made by our human recruitment team. Where required by law, we rely on your consent to use these tools. You may withdraw this consent or exercise your data protection rights at any time by contacting us.

Customer Support Specialist

Payhawk

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 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    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.   Responsibilities • Respond to customer queries in a timely and accurate way via email or chat (Intercom) • Troubleshoot technical issues • Analyze and report product malfunctions. • Proactively engage with customers to solve issues before they become problems • Follow up with customers to ensure their technical issues are resolved. • Identify customer needs and help customers use specific features. • Share feature requests and effective workarounds with team members. • Gather customer feedback and share with our Product, Sales and Marketing teams. • Update our internal databases with information about technical issues and useful discussions with customers. • Collaborate with our Product team in keeping our help center articles maintained. • Keep constant communication with our external stakeholders and collaborators via email and phone. • Own our physical cards' delivery tracking system. • Work closely with our Customer Success Specialists and Implementation Managers on customer activation and retention. • Take the extra mile to engage customers. Requirements   * At least 2 years of customer support experience, preferably within payments or finance * Fluent Bulgarian and English * Experience working with case/ticket management systems (Salesforce, Jira etc) * Excellent communication and problem-solving skills * Ability and willingness to work independently and within a team * Proactive attitude and attention to detail * Multi-tasking abilities Company Benefits • 30 days holiday paid leave • Competitive compensation package • Exchange policy to another Payhawk office (London, Amsterdam, Paris, Berlin, Barcelona and Vilnius) • Flexible working hours and opportunity to work from home • Regular team-wide events • Opportunity to use the Payhawk product Applications: please note we only accept CVs in English 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.

Customer Support Specialist (US Hours/Night-shifts)

Payhawk

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 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 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.  Responsibilities * Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom) * Analyze and report product malfunctions. * Proactively engage with customers to solve issues before they become problems * Follow up with customers to ensure their technical issues are resolved. * Identify customer needs and help customers use specific features. * Share feature requests and effective workarounds with team members. * Gather customer feedback and share with our Product, Sales and Marketing teams. * Update our internal databases with information about technical issues and useful discussions with customers (Confluence). * Collaborate with our Product team in keeping our help center articles maintained. * Keep constant communication with our external stakeholders and collaborators via chat, email and phone. * Own our physical cards’ delivery tracking system. * Work closely with our Customer Success Specialists on customer activation and retention. * Take the extra mile to engage customers Requirements * At least 2 years of customer support experience * Fluent in English * Experience working with case/ticket management systems (Salesforce, Zendesk etc) * Excellent communication and problem-solving skills * Ability and willingness to work independently and within a team * Proactive attitude and attention to detail * Excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact * Multi-tasking abilities Note: The working schedule for this position is based on a rotating shift pattern of 00:00–09:00 or 15:00–00:00 (up to your preference), working 3 to 4 days per week with up to 3 consecutive days off, including one weekend shift of 12 hours. Company Benefits  * 30 days holiday paid leave * Competitive compensation package * Exchange policy to another Payhawk office (London, Barcelona, Paris, Amsterdam) * Flexible working hours * Regular team-wide events * Opportunity to use the Payhawk product   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.