Customer Support Officer

About the role

As a Customer Support Officer at Paynovate, you will be the first point of contact for our customers, assisting them with day‑to‑day questions about payments, invoices, terminals and service access. You will ensure every inquiry receives a clear, accurate and timely response, while continuously building your knowledge of our fintech products.

Key responsibilities

• Handle customer requests via phone and email/ticketing systems as the primary contact point.
• Resolve straightforward Level 1 cases and triage more complex issues to the appropriate internal teams.
• Provide professional, customer‑focused support, even in challenging situations.
• Create, update and manage support tickets using Zendesk and Jira.
• Follow up on open tickets to guarantee timely resolution.
• Collaborate closely with Operations and other departments to maintain a smooth customer experience.

Required profile

• Fluent in French and Dutch; professional proficiency in English.
• Strong attention to detail, especially when handling payment‑related information.
• Customer‑service mindset with clear, empathetic communication.
• Calm and solution‑oriented under pressure.
• Organised, able to manage multiple requests and decide when to resolve or escalate.
• Interest in technology and quick learning of new tools and processes.
• Ownership of customer requests from start to finish.

Required skills

• Zendesk
• Jira

What we offer

• Opportunity to work in a fast‑growing fintech environment.
• Comprehensive training and ongoing support to develop product and industry knowledge.
• Collaborative culture that values leadership, ownership and initiative.