A universe of opportunities. Open to you.

Payoneer’s mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!

Life at Payoneer is a global community, where you’ll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

What you’ll be spending your time on:

As a Support Website Specialist, you will play a critical role in leading and driving digital transformation initiatives within Customer Journey department. Your primary responsibilities will include overseeing user-facing content in the Support Center and managing automatic responses (autoreplies). Your focus will be on elevating the overall Support Center experience for our customers as they navigate through the various stages of the digital transformation journey. This role offers a unique opportunity to lead and contribute to the enhancement of customer interactions in alignment with our evolving digital landscape.

• Manage user-facing content within the Support Center, while collaborating with Product owners and Content writers to ensure that content remains accurate, relevant, and aligned with the organization's objectives.
• Regularly update and optimize content to reflect evolving customer needs.
• Drive content localization efforts, adapting Support Center materials to diverse languages, regulatory standards, and industry-specific terminology to enhance global accessibility during the digital transformation journey.

• Take ownership of autoreplies to streamline communication processes, providing relevant and informative solutions to customers’ queries.
• Refine autoreply strategy to enhance efficiency and customer satisfaction.

• Proactively identify opportunities to improve the Support Center experience, employing a customer-centric approach.
• Collaborate with cross-functional teams to implement enhancements, leveraging user feedback and analytics to drive continuous improvement.

• Establish and monitor key performance indicators (KPIs) related to Support Center activities, analyzing data to derive actionable insights.
• Develop reports and presentations to communicate performance metrics and trends to relevant stakeholders.

• Collaborate with teams across departments, including Product, Content, Ops-Tech, Knowledge, Localization and Solutions to integrate Support Center initiatives seamlessly into the overall customer experience strategy.

Is this you?

The Payoneers are:

Accountable | Adaptable | Collaborative | Communicative | Fast Learners | Independent | Motivated | Problem Solvers | Resilient | Technically Proficient |  Passionate about Customers

For this role you are also:

• Technically proficient: Understand digital technologies, online platforms, and customer support tools to effectively manage and enhance the Support Center's digital content and autoreplies.
• Analytical thinking: You exhibit strong analytical and problem-solving skills to assess Support Center performance metrics, identify trends, and implement data-driven improvements.
• Customer-centric mindset: Maintain a deep understanding of customer needs, preferences, and pain points to ensure that Support Center initiatives align with the customer journey and enhance overall satisfaction.
• Adaptability: Thrive in a dynamic environment and be adaptable to changing priorities, technologies, and industry trends.
• Team-player: Work effectively in cross-functional teams, fostering collaboration and maintaining open lines of communication with stakeholders from various departments.
• Attention to details: Pay meticulous attention to detail when managing content and autoreplies, ensuring accuracy, consistency, and adherence to brand guidelines.
• Continuously learning: Stay updated on industry best practices, emerging technologies, and advancements in customer support methodologies.
• Project Management skills: Manage projects related to Support Center enhancements, ensuring timely delivery and alignment with organizational objectives.

Have you done this kind of stuff?

• Native English/very high level - Impeccable spelling and grammar 
• 10 months+ in Customer Care 
• Proficient in MS Office, including Excel 
• Excellent oral and written communication in English 
• Strong organizational skills and ability to multi-task   
• Ability to consistently meet tight deadlines 
• Ability to use data-driven insights to write better material 
• Customer centric orientation - A deep understanding of our customers and what their needs are 
• Understanding of formatting articles  
• Research, organizational, and learning skills 

Who we are:

Payoneer (NASDAQ: PAYO) is the world’s go-to partner for digital commerce, everywhere.  From borderless payments to boundless growth, Payoneer promises any business, in any market, the technology, connections and confidence to participate and flourish in the new global economy. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading brands, Payoneer offers a universe of opportunities, open to you.