Customer Experience Agent - Fluent English

About Paysafe

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

We are currently looking for a Customer Experience Agent to join our Operations team.

Key Responsibilities

• Manage multichannel interactions (email, WhatsApp), providing empathetic, clear, and first-contact resolution–oriented support.
• Classify, prioritize, and document each request or incident in the management system (Zendesk), ensuring complete, consistent, and useful records for later analysis.
• Perform proactive follow-ups on tickets, anticipating customer needs and maintaining timely communication until full case resolution.
• Identify patterns, friction points, or recurring root causes, and propose concrete improvement actions to relevant areas to enhance service quality and reduce rework.
• Ensure a smooth end-to-end customer experience in every interaction, aligned with brand standards and focused on closeness, transparency, and simplicity.
• Collaborate in updating and enriching the internal Knowledge Base by documenting learnings, solutions, and best practices to strengthen the support model.
• Coordinate effectively with internal teams (Operations, Technology, Commercial, Finance, and others) to expedite the resolution of complex cases or those dependent on third parties.
• Monitor key CX indicators, contributing to SLA achievement and continuous improvement in customer satisfaction.

Requirements

Education:
Technical or university graduate in Administration, Accounting, or related fields.

Preferred knowledge:
Customer service management, claims resolution, and basic understanding of consumer protection regulations.

Tools:
Intermediate proficiency in MS Office and Windows environment.

Language:
Fluent English (mandatory).

Experience:
Minimum 1–2 years in customer service, customer experience, or related functions.
Experience in sectors such as banking, finance, retail, eCommerce, or payments will be considered a plus.

Availability:
Hybrid work model and willingness to work rotating shifts.

Why work at Paysafe?

• Career growth: We offer continuous learning and development opportunities to help you advance your career in the dynamic world of online payments.
• Employee benefits: In addition to a competitive salary, we offer medical insurance, cancer insurance, life insurance, 30 days of paid vacation, 4 paid volunteer days per year, summer working hours (December–March), a birthday day off, and more.
• Work–life balance: We are committed to fostering a flexible and balanced working environment, ensuring you can thrive both personally and professionally.

Equal Employment Opportunity

Paysafe is an equal opportunity employer and prohibits any form of discrimination based on ethnicity, religion, age, sex, nationality, disability, sexual orientation, gender identity or expression, or any other protected characteristic. This policy applies to all terms and conditions of employment.

If you require any reasonable accommodation, please let us know. We will be happy to assist you, and we look forward to hearing from you.