Support Specialist

Copenhagen

Operations – Onboarding & Support

Full-time

On-site

We are seeking a proactive and customer-focused 1st line Support Specialist to be a part of Inpay's Operations Department centrally located at the heart of Copenhagen. As the connection between our customers, providers and internal teams, the Operations Department is critical in providing professional and efficient customer and provider support. As a Support Specialist you will play a key role providing prompt and professional support to our customers and providers. This position serves as the first point of contact for troubleshooting, inquiries and resolving technical and non-technical issues, ensuring a seamless customer experience. This role is a unique opportunity to build Process Excellence in the department.

Note: The role is based out of Copenhagen

Primary Responsibilities

• CUSTOMERS AND PROVIDERS:
• Provide B2B support by responding to customer and provider inquiries via chat and Zendesk.
• Address a variety of issues, payment status, transactions discrepancies and technical issues
• Escalate complex cases to 2nd line support or specialised teams when necessary
• Follow up with stakeholders to ensure issues are resolved promptly.
• TROUBLESHOOTING:
• Related to all customer and provider enquiries. Being the one ensuring that complex enquiries are being solved together with expert teams according to our SLA’s. Being proactive in solving problems, stakeholder management and communication.
• INCIDENT MANAGEMENT: Handle customer incidents based on defined processes and procedures and adherence to SLAs and quality standards.
• DOCUMENTATION:
• Support developing clear, best-in-class processes and procedures
• Ensure customer and provider interactions, issues and resolutions are documented and captured in relevant tools, i.e. Zendesk.
• STAKEHOLDER COMMUNICATION & COLLABORATION:
• Maintain professional and transparent communication between internal and external stakeholders to serve customers better and improve business efficiency
• Work closely together with internal teams (i.e. IT, Product, Development, Customer Success) to address bugs, issues and support continuous improvements.

Key competencies we are looking for:

• Customer centricity: Energetic and service-oriented; continuously strive for understanding customer needs to be able to deliver exceptional customer service, strives for excellence.
• Technical Savviness: Understanding, navigating, and managing technical tools and administrative tasks within applications.
• Communication: Excellent verbal and written skills in English.
• Timely Follow-Up: Regularly follow up on customer requests and proactively track, prioritize, and escalate accordingly.
• Flexibility: Willingness to learn and succeed in a fast-paced, dynamic environment.
• Data driven: Understand how to analyse inquiry data to identify where potential improvements can be made.

Required Qualifications:

• Experience: 1-3 years of similar positions preferably as a B2B customer service within the payment industry, i.e. banking, fintech, PSP.
• Strong knowledge of customer service tools and best practices.
• Experience with Microsoft Office applications and Zendesk.

We offer:
There is an exciting opportunity for this role to make a measurable imprint on Inpay’s operational excellence, ensuring that customers always receive world-class support. If you’re enthusiastic about customer service and thrive in a fast-paced, team-oriented environment, we want to hear from you.

From flexible working hours to social events, professional development and health insurance, we strive to offer one of the best working environments around.

Ready to join?
Inpay is a cross-border payments company, connecting businesses and communities to a global banking network that helps them thrive. Since 2008, we've helped financial institutions, iGaming operators, corporates, NGOs and others move money to the right places quickly, easily and securely.

Our smart technology, innovative products, robust compliance and in-house experts from 45+ countries solve complex payment challenges with an industry-leading 99% transaction success rate. Regulated by the Danish Financial Supervisory Authority, we’ve been recognised as Denmark’s fastest-growing company, and Europe’s fastest-growing fintech.

Our headquarters are in the royal quarter of central Copenhagen, with further offices in London. You can see a snapshot of what working life looks like here.

Find out more about Inpay here.