PayDo

Hey there, 👋
My name is Karyna Zhukovska (TA Specialist), and I'm seeking a skilled and mature Talent Sourcer who shares our passion for building a high-performing team in a fast-changing environment.
PayDo is extremely rapidly growing. Despite the expansion of the teams, we have penetrated a new market, so we must meet the SLAs to align with the growth strategy!
Are you ready to jump on this rocket? Cool, let’s go! 

A bit more about us:
🧍🏼‍♂️Departments who need our help: Risk and Compliance, Sales, Account Management, Marketing, Finance, Legal, Customer Support, HR, Product, Operations
👩‍💻 Stack & Seniority: We recruit across all non-technical positions, from Junior to C-Level
🌍 GEOs: mainly EMEA/Europe, separately UK, Ukraine, Malta
🙋 Tools: GreenHouse ATS, LinkedIn Recruiter (Enterprise)

Your regular tasks

• Proactively source and identify qualified candidates for open positions across various non-tech departments
• Utilise a variety of sourcing techniques, including Boolean searches, social media platforms, professional networks, online databases and others
• Craft compelling outreach messages that generate interest among potential candidates
• Build and maintain relationships with potential and existing candidates, keeping them engaged throughout the recruitment process
• Pre-screen candidates to assess their skills and experience, ensuring they align with the job requirements
• Collaborate with the TA Specialist to understand their needs and expectations for each role
• Contribute to the development and implementation of sourcing strategies and initiatives
• Maintain accurate and organised records of all sourcing activities and candidate interactions
• Meet and exceed established sourcing goals and metrics 

Skills & expectations

• Minimum 3 years of experience in Talent Sourcing for non-technical roles in FinTech/Forex/iGaming is a must
• B2+/С1 level of English Proficiency is a must
• Strong understanding of Boolean search techniques and other sourcing tools across various platforms
• Familiarity with LinkedIn Recruiter (ideally Corporate/Enterprise)
• Ability to work independently and manage multiple tasks simultaneously
• Proactive, resourceful, and results-oriented with a strong sense of urgency
• Experience with Applicant Tracking Systems (ideally GreenHouse)

Hiring Stages

• Application Review 
• TA Interview 
• Tech Interview (with Head of TA and People Director)
• Reference Check 
• Offer

What's In It For You
At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

• Empowerment Through Professional Development:
  • Yearly allocation for advancing your professional expertise
• Unlock Your Potential:
  • 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
  • Performance reviews are anchored in KPIs, ensuring recognition is merit-based
• Make a Lasting Impact:
  • Work on unique projects where your contributions can reshape company-wide processes
  • Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
• Flexible and People-Centric Culture:
  • Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
  • Days of paid sick leave annually, accommodating emergencies and medical needs
  • Additional holidays aligned with your local calendar
• Compensation & Incentives:
  • Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values:
At PayDo, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

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

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. 

As a Head of Customer Support, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.

Your regular tasks:
 

1. Team Leadership and Management:

• Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service
• Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge
• Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach
• Implement required staff rotations, hiring, and lay-offs based on updated performance metrics

2. Customer Experience Strategy:

• Identify opportunities to enhance the customer experience through innovative support solutions and process improvements
• Implement strict SLAs for customer service requests processing and develop
  functional QA monitoring mechanisms
• Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement

3. Operational Excellence:

• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs
• Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals
• Quality assurance and ongoing improvement
• Implement tools, technologies, and workflows to optimise support processes and enhance productivity

4. Cross-functional Collaboration:

• Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpoints
• Overtake essential customer requests and inquiries from Compliance and Account Management teams
• Act as a customer advocate within the organisation, representing the customer's voice in decision-making processes and product development initiatives

Skills & Knowledge:

• Experience in the FinTech industry is a must 
• Experience in a similar managerial position on an international level
• Proven experience leading and motivating high-performing teams (7+ people)
• Ability to foster a positive and collaborative team culture
• Deep understanding of customer needs and expectations
• Ability to identify areas for improvement and implement innovative solutions
• Ability to develop and implement policies and procedures
• Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
• Financial and Business Acumen

Hiring Stages:

CV screening → TA Intro call → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board   

What's In It For You
At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

• Empowerment Through Professional Development:
  • Yearly allocation for advancing your professional expertise
• Unlock Your Potential:
  • 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
  • Performance reviews are anchored in KPIs, ensuring recognition is merit-based
• Make a Lasting Impact:
  • Work on unique projects where your contributions can reshape company-wide processes
  • Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
• Flexible and People-Centric Culture:
  • Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
  • Days of paid sick leave annually, accommodating emergencies and medical needs
  • Additional holidays aligned with your local calendar
• Compensation & Incentives:
  • Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values:
At PayDo, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

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

We are looking for a results-driven Digital Marketing Specialist to join our team. The ideal candidate will have a strong background in paid advertising and search engine optimization, with a data-driven approach to driving traffic and conversions. You will work on optimizing our digital presence, managing ad campaigns, and analyzing performance metrics to drive sustainable growth.

Regular tasks

• Plan, execute, and optimize PPC campaigns across Google Ads, Bing, and other platforms
• Monitor and analyze campaign performance (CTR, CPC, CPA, ROAS), adjusting strategies to meet KPIs
• Conduct keyword research and optimize on-page/off-page SEO to improve organic rankings
• Perform regular SEO audits (technical, content, backlink profile) and implement improvements
• Collaborate with content and product teams to align landing pages, ad copy, and blog content with SEO & PPC goals
• Track, measure, and report performance using Google Analytics, Google Tag Manager, Search Console, SEMrush/Ahrefs, or similar tools
• A/B test ad creatives, landing pages, and audience targeting to maximize conversions

Skills & Requirements

• 3+ years of hands-on experience managing SEO & PPC campaigns
• Proven track record of improving organic traffic and delivering measurable PPC results
• Strong knowledge of Google Ads, Search Console, Google Analytics (GA4), and SEO tools (Ahrefs, SEMrush, Screaming Frog, Moz)
• Experience managing monthly ad budgets and optimizing campaigns for CPA, ROAS, or lead generation goals
• Ability to analyze data and translate insights into actionable strategies
• Excellent communication skills and ability to present performance reports
• Advanced English proficiency 

As a plus

• Experience with FinTech, payments, or high-risk industries (iGaming, Crypto, Forex)

Hiring stages

TA Interview - Test Task - Final Interview - Offer

What's In It For You
At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

• Empowerment Through Professional Development:
  • Yearly allocation for advancing your professional expertise
• Unlock Your Potential:
  • 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
  • Performance reviews are anchored in KPIs, ensuring recognition is merit-based
• Make a Lasting Impact:
  • Work on unique projects where your contributions can reshape company-wide processes
  • Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
• Flexible and People-Centric Culture:
  • Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
  • Days of paid sick leave annually, accommodating emergencies and medical needs
  • Additional holidays aligned with your local calendar
• Compensation & Incentives:
  • Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values:
At PayDo, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

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

PayDo, a dynamic FinTech with a newly acquired MFSA license, is seeking a highly skilled and business-driven Lead Product Owner/Product Manager to drive the vision, strategy, and commercial success of our payment products. This hybrid role combines ownership of product delivery with strategic product management, ensuring that our rapidly growing direct acquiring and broader payments business lines meet both client needs and commercial goals.

Key Responsibilities
1. Product Vision & Strategy
Define and maintain a clear product vision aligned with company strategy.
Communicate product vision and goals effectively to internal and external stakeholders.
Keep product goals, strengths, and vision documented, regularly updated, and accessible via presentations, onboarding materials, and product documentation.
2. Product Documentation
Develop and maintain structured, transparent, and accessible product documentation.
Ensure all features, requirements, and updates are properly documented in collaboration with development and other teams.
Close product knowledge gaps by clarifying requirements and documenting them per module/function.
3. Product Backlog Management
Create, maintain, and prioritize the product backlog.
Continuously refine backlog items based on requirements and stakeholder feedback.
Prioritize features, bug fixes, and enhancements to maximize business and commercial value.
4. Stakeholder Management
Serve as the primary point of contact between stakeholders (customers, management, department heads) and the development team.
Manage expectations regarding scope, timelines, and deliverables.
Incorporate stakeholder and customer feedback into product planning.
5. Requirements & User Stories
Collect, validate, and document business and technical requirements.
Draft and maintain Business Requirement Documents (BRDs) covering technical, non-functional, and UX requirements.
Write clear, concise user stories with acceptance criteria.
Collaborate with Sales and Account Management to gather customer insights.
6. Development & Release Management
Ensure all releases comply with company UI/UX standards.
Coordinate User Acceptance Testing (UAT) and ensure Definition of Done is met.
Collaborate with QA to define testing requirements and ensure release quality.
Act as the business liaison for the development team, escalating issues pre- and post-release as necessary.
7. Decision Making & Prioritization
Make informed decisions on feature development and release timelines.
Manage and control project scope to prevent scope creep.
Prioritize features based on commercial value, user needs, and reputational impact.
8. Research, Marketing & Analytics
Conduct market research and competitor analysis to identify trends and opportunities.
Incorporate findings into product planning, feature development, and commercial strategy.
Drive product commercial performance improvements through conversion optimization, pricing strategy, and feature prioritization.
Produce regular product performance analytics reports (conversion rates, transaction times, bottlenecks, user flows).
Use analytics platforms (Tableau, Power BI, Smartlook) to track user behavior, generate insights, and propose UX/UI and commercial improvements.
Collaborate with marketing teams to align product development with go-to-market and growth strategies.
Lead internal training sessions to share product knowledge with stakeholders.
9. External Partner Communication
Manage communication with external partners and payment providers during onboarding and integration phases.
Coordinate data collection and projections for third-party integrations.
10. Leadership & Team Management
Lead and mentor a team of two Product Owners, ensuring alignment across initiatives.
Foster collaboration, accountability, and continuous improvement.

  
Skills & Requirements

• Master’s degree in Marketing, Management, Computer Science, Engineering, Analytics, or related field.
• Product management, owner certifications or specialized training.
• 10+ years of total experience in IT product companies, including:
  • 5+ years in product-related roles within fintech, paytech, hi-tech, ecommerce, SaaS, or iGaming. ( senior product manager / owner / senior business analyst etc.
  • 3+ years in management or leadership roles. ( CPO, head of product, PMO)
• Proven track record of improving product commercial results (conversion rates, adoption, monetization, market performance).
• Strong background in marketing principles with hands-on experience in aligning product development to commercial strategy and growth initiatives.
• Proven experience in BRD drafting and backlog management.
• Advanced expertise with complex web and mobile applications.
• Strong knowledge of UX/UI validation, redesign, and design collaboration.
• Demonstrated success in product analytics, conversion optimization, and performance reporting using Tableau, Power BI, Smartlook or similar tools.
• Experience in stakeholder management, feedback incorporation, and cross-functional collaboration.
• Excellent communication, organizational, and leadership skills.
• Detail-oriented with a UX/UI excellence mindset and high quality standards.
• Experience in project management would be a plus.

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!

We are seeking a motivated and detail-oriented KYC Specialist to join our team. You will handle customer inquiries, resolve issues, and ensure compliance with regulatory requirements by conducting thorough KYC reviews. This position is ideal for a candidate with an eye for detail, and the ability to multitask.

Responsibilities:

• Conduct thorough KYC reviews of new and existing customers in compliance with regulatory guidelines and company policies. 
• Verify customer documents, such as identification, proof of address, and other relevant documents, ensuring authenticity and accuracy. 
• Identify and report any suspicious activity or inconsistencies to the compliance team in accordance with AML (Anti-Money Laundering) policies. 
• Maintain up-to-date knowledge of KYC regulations and procedures, adapting to any changes in compliance requirements. 
• Collaborate with the compliance team to improve and streamline KYC processes, enhancing overall efficiency and accuracy. 
• Participate in cross-training sessions to stay updated on KYC requirements, enhancing versatility and effectiveness. 
• Contribute to the development of best practices for handling customer inquiries and KYC reviews, sharing insights and suggestions for improvement. 
• Assist with onboarding new team members by sharing knowledge and providing training on both customer support and KYC review processes.

Requirements:
 

• Minimum 6 months experience working on KYC/CDD within AML regulated industry 
• Experience with financial regulatory requirements, risk implications, and/or KYC related topics 
• Strong analytical and problem-solving skills 
• Proven professional ethics and integrity 
• Strong English and Ukrainian/Russian
• Strong verbal and written communication skills with a customer-focused mindset
• High attention to detail and ability to accurately review documents for compliance purposes
• Familiarity with KYC verification systems. Ability to multitask and prioritize tasks in a fast-paced environment
• A proactive attitude, with the ability to work independently and as part of a team
• Understanding of KYC regulations, AML principles, and data protection policies is preferred

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.

We are seeking an experienced Key Account Manager with a solid background in fintech. In this role, you will manage and nurture relationships with key clients, ensuring their needs are met while driving revenue growth.

Requirements

• Minimum of 2 years of experience as a Key Account Management (B2B)/ Legal Consulting (Fintech) or Payment Management (iGaming, Crypto, Forex, and E-commerce industries) with the same scope of responsibilities
• Previous experience working for a FinTech company, supporting B2B customers
• Experience in onboarding clients for the “direct acquiring” product
• Proactive approach
• Good communication and self-management skills, result-oriented
• Upper-Intermediate/Advanced level of English proficiency, Fluency in Ukrainian/ Russian

Responsibilities

• Provide and support the client with the full onboarding cycle to ensure a smooth and successful start to our collaboration (client portfolio — up to 100 clients (active/passive)
• Develop and implement strategic account plans to achieve revenue targets and strengthen relationships with key enterprise clients
• Proactively identify and pursue upsell and cross-sell opportunities within existing accounts
• Conduct regular business reviews with clients to understand their evolving needs and ensure PayDo’s solutions align with their objectives
• Negotiate and close complex B2B deals with senior decision-makers at enterprise clients
• Foster and maintain strong client relationships built on trust, transparency, and mutual respect
• Monitor key performance indicators (KPIs) and metrics to track account growth, satisfaction levels, and potential risks
• Collaborate with cross-functional teams, including sales, marketing, and customer success, to ensure a seamless client experience
• Keep the AM reporting up to date

Nice to have
Compliance certifications, Legal background

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.

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. 
PayDo, a dynamic FinTech with a newly acquired MFSA license, is seeking a highly motivated and experienced Lead/Head of Key Account Management to spearhead the growth and success of our most valued client relationships, with a primary focus on our rapidly expanding direct acquiring business line.

Your primary focus will be on:
 

• Developing, implementing, and maintaining specific policies, procedures, and guidelines tailored to the direct acquiring business to ensure operational efficiency and compliance
• Leading and scaling our Key Account Management team, specifically dedicated to our direct acquiring business line. Based on your experience, you might also oversee banking and checkout lines
• Understanding the evolving needs of our acquiring clients and translating those insights into product and service improvements

Your regular tasks 
 

• Provide strategic leadership and daily oversight to the Key Account Management (KAM) team, driving operational excellence, client satisfaction, and revenue growth
• Maintain, update, and enforce SOPs, guidelines, and manuals for the KAM department; conduct regular reviews to ensure alignment with evolving regulatory and business requirements
• Continuously assess and enhance KPIs and SLAs to ensure they reflect the company’s current strategic objectives and client expectations
• Oversee and conduct regular Quality Assurance (QA) assessments to ensure high standards in service delivery, account performance, and client engagement
• Identify operational inefficiencies and proactively implement cross-functional solutions that streamline workflows, improve service levels, and enhance the end-to-end client experience
• Manage team performance through targeted coaching, structured feedback, and development planning; address underperformance through corrective actions and timely offboarding where necessary
• Promote a culture of continuous professional development by deepening the team’s expertise in product functionality, payment systems, compliance requirements, and industry trends
• Foster a high-performance, accountable culture within the team by reinforcing professionalism, work ethic, and motivation at all levels
• Cultivate and maintain strong relationships with PayDo’s key clients, acting as a strategic partner by regularly gathering client feedback and translating insights into actionable improvements across products and services
• Identify opportunities to increase profitability by initiating, championing, and overseeing the delivery of key client-driven features and solutions that drive long-term value

Skills & expectations
 

• Proven track record of at least 2 years in a managerial role, with direct supervision of a team of 3 or more individuals
• Minimum of 4 years of experience in the Fintech industry, either as a consultant in Fintech consulting company, in-house payments manager in high-risk verticals (iGaming, Crypto, Forex, etc), account manager/sales agent, or customer support representative within a financial institution (EMI, Bank, or PSP) or similar
• Prior experience with the onboarding of clients, specifically within a direct acquiring setup
• Strong understanding of payment infrastructures, including payment schemes, card schemes and alternative payment methods
• Strong understanding of the specifics of KYB onboarding process, preferably with an EU/CA-based EMI or PSP
• In-depth knowledge of the fintech landscape, including key competitors and current market trends
• Solid understanding of the company’s target industries, with hands-on experience working across high-risk and low-to-medium risk sectors
• Demonstrated leadership and team management capabilities, with a history of building and leading high-performing teams
• Outstanding communication, negotiation, and interpersonal skills, with a client-centric approach
• Ability to manage multiple priorities and stakeholders in a dynamic, fast-paced environment
• Fluent level of English skills, Fluent Ukrainian or Russian language 
• Experience working with cryptocurrencies would be a plus
• Experience of working with PIS/AIS payment flows would be a plus

What’s In It For You
At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.
 

• Empowerment Through Professional Development:
  • Yearly allocation for advancing your professional expertise
• Unlock Your Potential:
  • 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
  • Performance reviews are anchored in KPIs, ensuring recognition is merit-based
• Make a Lasting Impact:
  • Work on unique projects where your contributions can reshape company-wide processes
  • Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
• Flexible and People-Centric Culture:
  • Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
  • Days of paid sick leave annually, accommodating emergencies and medical needs
  • Additional holidays aligned with your local calendar
• Compensation & Incentives:
  • Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values:
At PayDo, we live by principles that drive us to excellence:
 

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

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

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!