Customer Support L2 Specialist

PayDo, a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, operates in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments. 

The Customer Support L2 Specialist serves as the main point of contact for customers, providing technical assistance and ensuring timely resolution of issues across multiple channels. This role focuses on enhancing customer satisfaction through effective troubleshooting, coordination with internal teams, and proactive support. With a strong blend of communication, technical, and analytical skills, the Support Specialist also contributes to internal process improvements, documentation, and long-term customer success.

Your regular tasks

• Serve as the primary escalation point for external customers regarding issues, coordinate across all internal teams to ensure issue resolution is completed in a timely manner;
• Drive customer satisfaction through technical support in Zendesk;
• Manage and report on all incoming technical support inquiries;
• Assist customers with API integrations of the company’s products, and initiate timely changes to the integration documentation, plugin updates;
• Work closely with Technical team to ensure cooperation improvements & bugs fixing
• Conduct an extracts from the Database upon requests of the line manager or other department heads;
• Provide technical support for company’s internal departments;
• Provide service standards according to instructions, scripts, knowledge bases;
• Develop and maintain a technology plan that supports customer need in cooperation with the appropriate departments;
• Describe detailed functional specifications, user stories and product documentation;
• Create relevant technical support material for the team;

• Implement necessary preventive measures to reduce customer faults and issues.

   

This position offers working from Monday to Friday (with an occasional presence on Saturday or Sunday).

Skills & expectations

• Minimum of 1 year of experience in a customer support role (L2), preferably within a FinTech, EMI, or regulated financial services environment
• Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls
• Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs
• Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
• A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity
• Experience with specific ticketing systems or CRM platforms

• Fluent English (written and verbal) and Ukrainian (or Russian)

   

Tech requirements: 

• For payments and checkout – payment lifecycle, knowledge of 3DS, fraud/risk indicators, PCI DSS basics
• For API & Integration – REST API, knowledge of request/response payload format in JSON, headers, various integration modes (hosted page, Server-to-Server), ability to use Postman/curl to replicate requests, webhook/IPN knowledge

• For Database task – SQL knowledge (we use PostgreSQL), experience with PhpStorm

   

A bit more about us 

An advanced payment product that allows you to get a wide range of professional experience and boost your career in fintech. We offer dedicated multicurrency IBANs, Checkout (cards and APMs with a rough wallet), Cards, Mass Payments.

We work in a result-driven culture. You will fit in if you:

• Own your work with no excuses.
• Take initiative and act before being told.
• Deliver results that make a real impact.

• Solve problems quickly with practical solutions.

   

What we offer:

• Annual Learning & Development Budget – invest in your growth with dedicated funds for courses, training, and certifications.
• Regular Performance Reviews Based on KPIs – for your professional growth.
• Transparent career growth – with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance.
• Innovation Financial Rewards – share your ideas through our PayDo Ideas Hub and earn extra bonuses.
• Paid Vacation – with the flexibility to transfer unused days to the next year or receive compensation.
• Paid Sick Leave – available to cover medical needs and emergencies.
• Public Holidays tailored to your country’s calendar.

• Flexible Payout Options – PE accounts or popular e-wallets.

   

Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!