Customer support specialist

About SurePay

Founded in 2016, SurePay is the leading account verification platform, relied upon by 250+ banks and thousands of organizations, to prevent fraud, misdirected payments, and reputational damage. Headquartered in Utrecht, we are scaling our platform and our team across Europe and beyond.

About the role

Our support team handles support for complex, API-driven verification services (VOP, COP, and IBAN Name Check) across the UK, Netherlands, and the rest of the EU. Because our solution is highly technical rather than a standard SaaS platform, you won’t just be answering basic user questions. You will dig into system logs, troubleshoot non-standard API issues, monitor service health, manage certificates, and collaborate closely with our engineering team. Responsibilities include:

• Technical Troubleshooting & Resolution: Investigate non-standard customer issues by analyzing API logs (using Elastic/OpenSearch) and liaising with development teams when necessary.
• Customer Communication: Primary communication is via email (approx. 99%), with occasional Zoom calls or phone outreach for complex cases or incident handling. You will primarily interact with clients' technical teams, log administrators, and occasionally bank relationship managers.
• Service Operations & Monitoring: Monitor system health, assist with incident and release management processes, handle client certificate renewals, and conduct data analysis.
• Process & Documentation Building: Help structure our support operations by documenting common issues, building internal knowledge bases, and streamlining daily workflows.

About you

We are looking for a proactive, tech-savvy Customer Support Specialist to join our growing support team. As our processes are still evolving, we need someone who thrives in an unstructured environment and actively enjoys building order out of chaos—creating documentation, refining workflows, and leveling up our support operations. Essential skills we look for:

• Ca 2 years of experience working in customer support in a b2b environment
• Technical Aptitude & APIs: Solid understanding of how APIs work. Hands-on experience with tools like Postman is a strong plus. Furthermore:
• Hands-on experience with Jira, Confluence, and HubSpot.
• Advanced Excel / Google Sheets skills for reporting and data analysis.
• Familiarity with modern AI productivity tools (e.g., Jira AI/Rovo, Google Gemini, NotebookLM).
• Data & Log Analysis: Experience analyzing technical logs and data. Knowledge of Elasticsearch / OpenSearch is highly desirable.
• Communication: Exceptional written and spoken communication skills in English.
• Problem Solver & Technical Curiosity: You love digging into logs to figure out why something broke, rather than just passing the ticket along.
• Ownership & Proactivity: You don't wait to be told what to fix. You take initiative to solve issues and improve broken processes.

What we offer

• Competitive salary + 8% personal benefits budget (use it on training, more time off, or your salary)
• 25 holidays 
• Hybrid working setup (1 day per week in Utrecht)
• MacBook Pro, iPhone, and all the tech you need
• Travel costs covered (NS Business Card)
• Pension plan
• A culture of ownership, innovation, and autonomy
• Friday drinks, offsites, and a quarterly company meetup
• A diverse team of 35+ nationalities, driven by impact

About SurePay 

• Founded in 2016 
• ± 130 employees
• ±30 nationalities
• Flat organisation and no hierarchy

SurePay makes payments easier, more personal and even more secure. We are a fast-growing FinTech SaaS company and have secured our Series A funding in September 2021. SurePay stems from an innovation program of Rabobank, started in July 2016 and has been an independent BV since the beginning of 2020. SurePay is backed by two leading investors: Rabo Investments and Carlyle Europe Technology Partners. Both are highly experienced in scaling international B2B SaaS and FinTech companies. Their support reinforces SurePay’s mission to prevent payment fraud globally and accelerate our international growth.

SurePay's core values are; We Care, Build Together, Think Forward and Be Responsible. These core values are the driver's of our culture and can be seen as guidelines on our beliefs and behaviour. It defines what we find important as a company and the way we work together everyday.

• We Care: We are a supportive employer and understand that health, family and safety is what really matters. We care about our employees, customers, partners and end-users. Therefore we value creating a safe workspace where everybody can be their authentic self and where we, together, work on the same mission to provide safer payments.
• Build Together: We believe in teamwork and strive towards the best results together with employees and customers. Our diversity, both personal and professional, is one of our key strengths. 
• Think Forward: We are frontrunners and are on top of our game. Our customers can rely on innovative solutions to service their current and future needs. With a problem solving mindset, we anticipate challenges and adapt to a fast changing environment. 
• Be Responsible: We all contribute to reaching our mission of reducing fraud and misdirected payments, leading to a positive impact on society. We take responsibility, show ownership and make honest decisions.

More information

More information?
careers@surepay.nl