Customer Support Executive

About PayByPhone

At PayByPhone our strength is our people. Behind our product is a talented creative and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative learning should be constant and work should be enjoyable. As we grow were looking for people who want to grow with us.

Together were on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly easily and securely without waiting in line carrying change or worrying about costly fines.

About The Role

Location: Hatfield (Hybrid)

Employment type: Full-Time Permanent

Reports to: Global Director of Customer Experience and Support

To deliver fast effective resolutions for our Cities Businesses and Consumer customers while ensuring the seamless operation of all PayByPhone products and services.

Key Responsibilities

Ticketing & Support

Manage and triage the PayByPhone ticketing system ensuring queries are resolved within SLA and escalated to Dev or next-level support when needed

Handle back office requests: user account creation penalty notice queries and password resets

Coordinate outage communications

Client Management

Deliver monthly and KPI reports to clients

Manage PO and invoicing for client-related charges

Provide client training and identify upsell or training opportunities flagging these to the Client Account Manager

Drive customer satisfaction through proactive solutions and Marketing collaboration on customer-focused messaging

Rates Tariffs & Locations

Manage tariff changes and maintain client rates tables

Open and close locations as required and coordinate parking zone signage

Support testing of rates tariffs and locations for new and expanding clients

Platform & Data

Test and identify platform bugs reporting to internal teams

Analyse user interaction logs and system indicators to spot issues and trends

Maintain accurate client database records dashboards and task tracking documentation
Cross-Functional & Knowledge

Maintain up-to-date knowledge of PBP products and processes

Provide constructive feedback and customer insight to internal teams and the call centre to help inform training quality and continuous improvement initiatives

Liaise with Operations Sales Product Development and Marketing teams advising on product requirements

Other things you may get involved with:

Assist the DirectorofCustomerExperience andSupport in other tasks from time to time

Provide support for where required for all markets in which PayByPhone operates

Participate in events and opportunities to help promote and raise awareness of PayByPhone to public

Attend client meetings at the request of the Client Account Manager or the responsible manager for Client Account Management

Required Qualifications

• At least 2 years experience of working in a client facing environment
• Interest in technical topics
• The ability to create well written documents
• Excellent IT skills including Word Excel & PowerPoint
• Fluent German and English native both in writing and speaking
• The ability to gather analyze and present material clearly and concisely
• Educated to a degree level or similar professional training
• Experience of using Salesforce Service Cloud
• Experience in parking or technology
  

What We Offer

Compensation: The expected salary range for this role is 30000 - 35000 plus comission. Final compensation will be based on factors such as experience skills qualifications and internal equity.

Private Healthcare: Available to all permanent employees effective Day 1 with no waiting period as well as optional dental coverage.
Pension scheme: All permanent employees get access to our pension scheme with 5% employer contribution
4x Life insurance: All permanent employees are covered under our life insurance

Career Growth & Learning Support:Opportunities for professional development continuous learning and career progression.

Working at PayByPhone

We operate in a world thats constantly evolving and change is something we embrace. Our values guide how we show up for one another and for our customers every short we:

• Make things happen
• Stay curious
• Work together
• Have fun
• See through our customers eyes

These principles shape how we collaborate innovate and deliver on our commitments.

Were also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs role requirements and individual qualifications ensuring we reflect the talent and communities we serve.

PayByPhone is committed to providing accommodation throughout the recruitment process. If you require accommodation please reach out to us at

Want to see our values in action Visit ourInstagramandLinkedIn. Curious about the story behind our values Head over to ourAbout Uspage to learn more.

Required Experience:

Manager