The Department:

The team sits within the main operational unit of PX. It is a small dedicated team with highly diverse backgrounds. The main language used is English however we are language diverse and have staff in Spain and the UK. Key to the team’s success is collaboration; internally with other units and teams, and externally with merchants and customers across a variety of mediums, countries and business arenas. It is a busy team with the need to make decisions at pace that are 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).

• 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++