Customer Support Specialist

• PayNovus AD Overview:

PayNovus AD is an international finance company with a global footprint. PayNovus AD is operating in Bulgaria as an e-money institution providing financial services in the Acquiring and Issuing industries in the non-banking finance sector.

• Why PayNovus AD?

At your workplace at PayNovus AD you will find space and freedom to develop your skills and abilities, both personal and professional - something that only an international organization can offer you. Employees are the main resource our Company relies on for achieving its’ goals and it will therefore continue its active investment in human capital. The skills, qualifications and experience of our employees are the key criteria that contribute to the achievement of our company’s strategic goals and are a guarantee for our successful work. Joining us, you will become an integral part of a dynamic team, drawing together people from around the world and reflecting our commitment to international projects.

• Role Summary:

Responding promptly and professionally to customer inquiries via phone, email, or live chat.

Assisting clients with technical issues, including troubleshooting and providing step-by-step guidance.

Handling queries regarding banking operations such as fund transfers, account balance inquiries, and transaction disputes.

Providing comprehensive support and addressing any questions or concerns raised by clients.

Collaborating with internal teams to escalate and resolve complex issues effectively.

Maintaining accurate records of customer interactions and transactions.

Continuously striving to improve customer satisfaction and retention rates.

• Skills and Competencies Requirements:

Experience in a customer support role, preferably within the fintech or financial services industry.

Fluency in English is mandatory.

Excellent communication skills, both verbal and written, with a strong focus on customer service.

Ability to empathize with customers and understand their needs effectively.

Strong problem-solving skills and the ability to think critically under pressure.

Familiarity with banking operations, financial products, and technical troubleshooting.

Proficiency in using customer support software and CRM systems.

Flexibility to work evenings and weekends.

Commitment to maintaining confidentiality and adhering to security protocols.

Additional consideration will be given to any past professional experience with experience in regulated banking or financial organization.

• What We Offer:

We believe great work deserves great rewards. At PayNovus, you’ll enjoy a competitive remuneration package and a range of benefits designed to support your wellbeing, growth, and work-life balance:

Competitive salary and benefits package

Additional health insurance – “Complex medical care – luxury package”

Monthly food vouchers – 100 EUR per month

Multisport card

Personalized public transport card – valid for all city transport

Extra paid leave – 5 additional vacation days per year

Bring-a-Friend referral program

Hybrid work model – up to 1 home office day per week (available after the first 3 months of the probation period)

Modern office in central Sofia with excellent working conditions and a casual, collaborative atmosphere

Team-building activities and social events

Complimentary fresh fruit and coffee in the office