Customer Support & Onboarding Specialist
Customer Support & Onboarding Specialist
Direct message the job poster from Judopay
Judopay is a new-age payments platform. We build and design the technology that enables payments for brands like KFC, Hiscox, Foxtons and AutoCab.
You’ll be joining the company at a pivotal time in our growth as we expand our payment offering over the next 12 months. Focusing on reducing complexity across the entire payment chain, you’ll help some of the UK’s leading brands launch new payment products, reduce fraud and identify innovative ways for them to tackle business challenges through their in-app, online and face-to-face payments.
We’re looking for a Customer Support & Onboarding Specialist to guide new merchants through setup and training, while also serving as a primary support contact for ongoing inquiries. In this hybrid role, you’ll play a key part in helping merchants succeed — from their first day using the platform through their continued growth.
Responsibilities
* Serve as the primary contact for merchants via email and phone, addressing inquiries with professionalism and care
* Provide account support for merchants, including assistance with navigating our portal and related systems
* Troubleshoot and respond to payment-related questions and issues (no prior payments experience needed)
* Manage and prioritize multiple support cases, collaborating with product, technical, and third-party partners as needed
* Ensure timely follow-ups and resolution, maintaining a high level of service
* Accurately document customer interactions and feedback to help improve internal processes and user experience
* Assist in guiding new customers through the onboarding process
* Contribute to onboarding new merchants and guiding them through initial setup and best practices
* Support account setup, configuration, and testing with internal tools and systems
* Participate in welcome calls and training sessions to ensure customers understand key features and functionality
* Track onboarding progress and escalate issues when needed
* Work with internal teams to coordinate smooth handovers from Sales or Implementation
What We’re Looking For
* Strong problem-solving and analytical thinking skills
* A customer-first mindset with the ability to remain calm and empathetic under pressure
* Highly organized, detail-oriented, and able to manage multiple priorities at once
* Comfortable working cross-functionally with technical and non-technical teams
* A proactive, can-do attitude with strong attention to detail
* Eagerness to learn technical products and customer workflows
* Ability to manage time and tasks effectively in a hybrid (remote/in-office) environment
* A team player with a genuine interest in helping customers succeed
Nice to Have
* Prior customer support or onboarding experience is a plus — but we’re open to motivated individuals ready to learn
* Experience with tools like Zendesk, Intercom, HubSpot, Salesforce, or similar
* Familiarity with SaaS, tech platforms, or onboarding processes
* Payments experience - but not essential, as we'll help you learn
* Uncapped Holiday - upon successful completion of probation
* Private medical healthcare - upon successful completion of probation
* Internal and external training
* Birthdays off
* Mental Health Self Care Days
* Personalised career development plan
* Cycle to work scheme.
* Pension
* Very cool office in the heart of Hoxton with hybrid working policy in place
* Very delightful office dogs
* Enhanced parental leave policies
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Technology, Information and Internet
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