Payments Customer Support

PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all.

We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. Furthermore, our solutions are designed with accessibility in mind, offering features that cater to the visually impaired, ensuring everyone can engage in the modern commerce landscape.

PayXpert is part of Societe Generale Group.

The Department:

The team sits within the main operational unit of Payxpert. It is a small dedicated team with highly diverse backgrounds. The main languages used are English French and Spanish. We are language-diverse and have staff in Spain and France. Key to the team's success is collaboration; internally with other units and teams, and externally with merchants and partners across a variety of mediums, countries and business arenas. It is a busy team with the need to make decisions at a pace that is both financially and operationally significant.

The role:

Our Customer Support department, spanning Spain and France, is rapidly growing to provide the best service in payments. With a dedicated team across both countries, we are committed to delivering exceptional support and ensuring seamless payment experiences for our clients.

Essential Duties & Responsibilities

Ensure customer excellence by managing the backlog of L1 support requests and maintaining SLA commitments.
Diagnose and resolve payment-related issues such as transaction failures, billing discrepancies, terminal malfunctions, and other support requests from our merchants.
Escalate complex cases to technical teams as needed to ensure minimal disruption to the customer.
Collaborate with all necessary stakeholders within the company to solve problems, providing immediate and effective assistance.
Enhance the company's reputation and strengthen customer trust through positive interactions.
Keep the knowledge base and back-office tools clean and up to date from a data perspective.
On a voluntary basis and key prerequisites for that role, able to operate on duty-call (outside business hours).

Position Requirements

Fluent in English and French
Excellent communication and interpersonal skills.
Proven experience in customer support or a related field within the payment industry, a must have.
Strong problem-solving skills and ability to diagnose and resolve complex issues.
Knowledge of payment processes, e-commerce, and POS terminal operations.
Ability to handle customer feedback and contribute to service improvement initiatives.
Good command of Excel and Notepad++

Payxpert Benefits:

Private Health Insurance
Hybrid working Model
38 working hours per week
Intensive Summer Shifts (7 Hours per Day)
Free fruits & Coffee in the office
Permanent Contract
Challenging projects: With us, you will have the chance to participate in a variety of technical projects amongst passionate and skilled colleagues
Free languages courses: learn Spanish, French or improve your English skills at your disposal
Learning Solutions According to your needs
Events: we do believe in the importance of meeting our colleagues in an informal and natural environment to build connections between UK & France & Spain. Please take part on our awesome engagement events…
Referral Bonus

We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a flexible and healthy working environment, and general equality in the workplace.

The personal data collected is intended for PAYXPERT and used to process your application with a view to possibly offering you an employment contract. It is intended for use by the departments responsible for recruitment. This information will be kept for a maximum of 2 years if your application is not successful. In accordance with Regulation (EU) 2016/679 of 27 April 2016 on the protection of personal data, you have the right to access, rectify, delete, portability and limit the Processing of Data concerning you. You may also, for legitimate reasons, object to the Processing of your Data. You may exercise your rights by contacting our DPO at the following address *** or at the following postal address Av. Diagonal 440, 08037 BARCELONA,SPAIN. For more information on the Processing of your Personal Data by PAYXPERT, please consult our privacy policy available on our website at the following address: ***/privacy-policy/.