Customer Support Specialist

Customer Support Manager - Driving Client Growth & Support

Payouts.com is redefining how enterprises manage vendors and payouts. We’re building the financial infrastructure of the future — API-first, AI-native, and globally connected.

This position isn’t just for a “ticket closer.” We’re looking for someone who owns support end-to-end across B2B and B2C, builds scalable workflows and automations, and partners with Product and R&D to uplevel our tools, reliability, and client experience.

We value ownership, client obsession, and technical problem-solving:

• Frontline & escalations (Tier 1–3): Run daily support across Slack,  Intercom, and additional platforms, triage and reproduce issues, and drive clean handoffs into Jira with clear STR/expected vs. actual logs.
• SLA & incident rigor: Monitor SLAs, own incident comms (status updates, postmortems), and lead problem management to eliminate repeat issues.
• Workflow & tool automations: Design, build, and iterate with Slack, Intercom, and add your insights on best practices, e.g., Intercom + Jira/HubSpot/Slack via native, webhooks, or Zapier, and others.
• Integrations & technical troubleshooting: Support API/webhook use, headers/auth, payload diffs, and ERP data flows; read logs, use Postman/cURL, perform basic SQL for checks, and validate sandbox vs. prod behavior.
• Voice of Customer: Funnel structured feedback to Product/R&D, contribute to prioritization, and validate fixes in staging before release.

What We’re Looking For

• 2–4+ years in Customer Support (B2B SaaS/fintech a plus) operating at Tier 2/3 depth.
• Mindset: Builder energy - automation-first, relentlessly client-obsessed, and eager to innovate while keeping the bar high on reliability.
• Came up in a scaled tech environment (large tech or hyper-growth) with mature processes and procedures - you already know what “good” looks like and can implement it here.
• Tools you’re fluent with: Intercom, Slack, Jira/Confluence, Postman, basic SQL, logs/monitoring, Statuspage (or similar), Zapier/Workato. ERP familiarity (NetSuite/SAP/Oracle or similar) is a strong plus.
• Technical chops: APIs, webhooks, auth, JSON; comfortable parsing payloads and guiding clients through integration issues.
• Communication: Fluent level English (required). Crisp incident comms and clear, empathetic client messaging.

We’re a team that values autonomy, sharp thinking, and building things the right way- fast

• Work closely with senior industry leaders and gain exposure to high-level decision-making.
• Be part of an innovative, AI-driven environment that shapes the future of fintech.
• Build strong client partnerships in a fast-growing fintech startup.
• Be at the center of product, R&D, and customer experience.
• Join a team that values ownership, autonomy, and real impact.

Send your CV to talent@payouts.com 

(mention "Customer Support Specialist" in the subject line).

Together, we’ll shape the foundation of payout automation for the AI era.