Customer Support Specialist

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ABOUT OUR COMPANY:

XOALA is a neobank that provides its customers with multi-currency payment accounts, cards and acquiring products. We are set to power global businesses through our simple-to-integrate modular framework and robust infrastructure.

JOB DESCRIPTION:

We are seeking a motivated and detail oriented Customer Support Specialist. As a Customer Support Representative, you will act as the first point of contact for clients using our payment services, wallet, card issuing and related financial products. You will handle customer inquiries, resolve issues, assist with onboarding, and ensure compliance - all while delivering exceptional service and maintaining trust.

• Provide timely technical support to clients and partners regarding acquiring operations and payment systems
• Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries
• Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate more complex problems when necessary
• Advise clients on setting up and using software for payment operations
• Document client inquiries, including problem descriptions, actions taken, and outcomes
• Collaborate with other company departments to promptly address clients' technical issues

PERSON SPECIFICATION:

• At least 1-2 years experience in customer support or operations - preferably within a FinTech, EMI, payment services provider (PSP), or other regulated financial services environment.
• Strong communication skills (written and verbal), ability to explain complex financial/payment concepts clearly to non-technical customers.
• Customer-centric mindset: patient, empathetic, problem-solving oriented, able to handle complaints professionally under pressure.
• Basic familiarity with payment processes, transaction flows, KYC/AML compliance, and ideally some understanding of digital wallets, card issuance or payment gateways.
• Comfortable using CRM/ticketing systems and internal tools (e-mail, chat, support-ticket platforms), and keeping accurate records.
• Ability to multitask, manage a variety of client issues, follow up proactively, and escalate when needed.
• Integrity, discretion, and respect for data-privacy and compliance regulations.

WHAT WE OFFER?

Competitive Remuneration Package

Work-Life Balance, in the form of flexible working hours and a hybrid working model

Healthcare allowance

Pension Plan

Dynamic career growth in a dynamic, innovative and fast-growing Global company

..and many more coming along the way!