Customer Support Manager

Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir, Quantive, and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us. 

About the Role

We’re looking for a hands-on Customer Support Manager to guide our support team in delivering fast, high-quality service. You’ll oversee daily operations, step in during peak times, and drive continuous improvement through coaching, performance tracking, and collaboration. If you're organized, proactive, and passionate about great customer experiences, we’d love to meet you.

Responsibilities

• Lead the day-to-day operations of the customer support team, ensuring we deliver fast, high-quality support across all channels.
• Monitor team performance, track KPIs (like DSAT and response time), and make sure we meet our SLAs.
• Step in and support customer interactions during peak times or capacity constraints.
• Manage shift planning and resource allocation to ensure full coverage.
• Proactively plan for peak periods and adjust team priorities based on performance data.
• Act as a point of escalation for complex or high-priority issues, and make sure they’re resolved quickly and thoroughly.
• Conduct weekly DSAT reviews and share insights with the team and upper management.
• Identify process improvement opportunities and lead initiatives that enhance the quality of our support.
• Conduct regular QA checks, coaching sessions, and 1:1s to support your team’s growth and performance.
• Collaborate closely with Product, Engineering, and Success teams to keep feedback loops tight and our help center content up to date.
• Support onboarding and training of new team members, ensuring they ramp up quickly and confidently.

Requirements

• At least 2 years of experience leading or supervising a customer support team.
• Strong understanding of customer support operations and tools (e.g., Intercom, Salesforce, Zendesk).
• Experience coaching team members, conducting 1:1 sessions, and supporting their professional development.
• Strong analytical mindset — confident working with performance data and identifying trends.
• Proactive and hands-on approach to problem-solving.
• Comfortable in a fast-paced environment, with the ability to manage competing priorities.
• Detail-oriented and highly organized, with a strong sense of ownership.
• Fluent in English and Spanish, with excellent communication and interpersonal skills.

Company Benefits 

• 30 days holiday paid leave
• Competitive compensation package
• Exchange policy to another Payhawk office (London, Barcelona, Paris, Amsterdam)
• Flexible working hours and opportunity to work from home
• Private medical insurance 
• Regular team-wide events
• Opportunity to use the Payhawk product

   

  Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.