Client Support Specialist

Role Summary

As a Client Support Specialist at PawPay, your primary responsibility is to provide exceptional customer service by assisting existing clients, resolving inquiries, and ensuring a smooth and positive experience with our platform. You will serve as a key point of contact for clients who need assistance with their accounts, transactions, claims-related inquiries, and general platform concerns. This role focuses on problem-solving, client satisfaction, and timely issue resolution, ensuring that every client receives professional, accurate, and reliable support. Your goal is to build client trust, resolve concerns efficiently, and maintain strong relationships through consistent and high-quality customer service.

What You’ll Do

Respond to client inquiries through phone calls, email s, chat, and other communication channels.
Investigate, troubleshoot, and resolve client concerns related to accounts, transactions, platform functionality, and service-related issues.
Provide clear, accurate, and timely solutions while maintaining a professional and empathetic approach.
Coordinate with internal departments, including Claims, Development, and Operations, to resolve complex issues.
Handle client complaints and escalations professionally, ensuring proper follow-through until resolution.
Maintain accurate records of client interactions, concerns, and resolutions in the CRM or support system.
Proactively follow up on unresolved cases and provide clients with timely status updates.
Identify recurring issues and recommend improvements to enhance the overall client experience.
Maintain a strong understanding of PawPay's products, services, policies, and processes to provide reliable assistance.

How Success is Measured

Your performance will be evaluated based on:

Number of partners onboarded per week
Activation rate (partners who successfully install the widget)
Conversion rate from outreach to signup

Ideal Candidate Profile

We’re looking for someone who is:

Customer-focused and empathetic, with a genuine passion for helping people and resolving concerns.
A strong problem-solver who can investigate issues, identify root causes, and provide practical solutions.
Experienced in customer service, technical support, client support, or similar customer-facing roles.
Confident handling challenging conversations, complaints, and escalations professionally.
Highly organized and detail-oriented, with the ability to manage multiple support cases simultaneously.
Comfortable using CRM platforms, ticketing systems, and other customer support tools.
Proactive in following up with clients and coordinating with internal teams.
Patient, adaptable, and capable of working independently in a fast-paced remote environment.
Fluent in English, with excellent written and verbal communication skills.
Willing to learn about PawPay's services, insurance-related processes, and platform functionality.
What We're Looking For
We're looking for someone who doesn't just respond to inquiries but takes ownership of client concerns from start to resolution.

The ideal candidate is resourceful, dependable, and committed to providing an excellent support experience while maintaining professionalism, accuracy, and efficiency.

At PawPay, we believe great client support is not just about answering questions, it's about solving problems, building trust, and making every interaction count.

Here’s what sets us apart:

High-impact work – Your contributions directly influence business growth
Global exposure – Work with international teams and clients
Fast-paced learning environment – Ideal for driven and adaptable individuals
Performance-driven culture – We recognize results and reward initiative
Growth opportunities – Be part of a company scaling multiple ventures

If you’re someone who thrives in a results-oriented, entrepreneurial environment and wants to grow quickly, this is the right place for you.