At a Glance
- Tasks: Manage relationships with merchants, ensuring satisfaction and driving platform adoption.
- Company: Join Point of Rental Software, a leader in rental management solutions.
- Benefits: Enjoy a competitive salary, hybrid working, and a supportive team culture.
- Other info: Be part of a growing team with opportunities for professional development.
- Why this job: Make a real impact by helping businesses thrive with our innovative payment solutions.
- Qualifications: Experience in customer success or support, strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
POR Pay is Point of Rental's embedded payments product, live across the UK on our flagship product Syrinx. As our UK merchant base grows, we need a dedicated Customer Success Specialist to own the post-implementation relationship with every POR Pay merchant. This is a dual inbound and outbound role. You will be the first point of contact for merchant enquiries, issues, and escalations, and you will proactively reach out when usage drops, adoption is low, or an opportunity to add value has been identified. You will also play a supporting commercial role by qualifying opportunities within the existing customer base and scheduling follow-up conversations with the Sales Manager to help convert them.
You will own the post-implementation customer relationship for POR Pay, driving platform adoption, satisfaction, and retention, while acting as the first point of contact for all merchant enquiries and issues. The role will also support customer onboarding and training to ensure merchants are confident in using the platform effectively.
Key Responsibilities- Account Management and Support
- Serve as the primary contact for all POR Pay merchant accounts after implementation is complete.
- Manage ongoing account and billing enquiries, transaction issues, card rate queries, and escalations.
- Triage inbound support requests and route them to the correct team, whether Support, Implementation, or Development, with full context so nothing gets lost.
- Own cases through to resolution, keeping merchants informed and following up to confirm issues are closed.
- Handle complaints empathetically and effectively, escalating where appropriate.
- Adoption and Retention
- Monitor merchant engagement and processing volume across the UK portfolio, identifying merchants whose usage has dropped off or who are not yet fully active.
- Proactively reach out to merchants when usage falls below expected levels, understand the reason, and work to resolve it.
- Deliver training sessions and refresher workshops to promote adoption and best practice use of POR Pay.
- Conduct regular check-ins with key accounts to assess satisfaction and surface issues before they become churn risks.
- Maintain a clear picture of which merchants are live, transacting, and growing versus those at risk.
- Commercial Support
- Conduct proactive outreach to existing merchants about their credit card processing setup, identifying where POR Pay can deliver more value or where pricing conversations are needed.
- Qualify expansion and cross-sell opportunities within the merchant base and schedule follow-up demos or calls with the sales manager to convert them.
- Identify commercial signals during support and check-in conversations and flag them promptly rather than waiting for the next review cycle.
- Operations and Continuous Improvement
- Maintain accurate records in CRM, ensuring all issues, opportunities, and account activity are fully logged and tracked.
- Feed customer insights and recurring issue patterns back to the product and payments teams to drive improvements.
- Contribute to the development of onboarding materials, training content, and support documentation.
- Experience in account management, customer success, or customer support within a SaaS, fintech, or payment processing business.
- Confident managing inbound and outbound customer communication simultaneously, with strong prioritisation.
- Excellent communication and relationship-building skills, comfortable dealing with merchants at all levels.
- Strong organisational ability, capable of managing a portfolio of accounts and tracking multiple open issues at once.
- Comfortable delivering training and presenting to customers, both remotely and in person.
- Proactive by nature; does not wait for problems to arrive before acting.
- Understanding of payment workflows, card processing, or acquiring.
- Experience with CRM tools and maintaining clean account records.
- Exposure to the rental, hire, or equipment industry.
- Competitive salary, reviewed annually.
- Hybrid working from our Reading office.
- A high-trust UK team where your work directly drives merchant revenue and product adoption.
Point of Rental Software is a global leader in rental management software, serving over 5,000 rental operators across North America, Europe, and Australia. POR Pay is our embedded payments product, giving rental businesses an integrated payments experience built directly into their rental management system. The UK business is growing and this role sits at the centre of that growth.
Customer Success Specialist - Payment Product employer: Point of Rental Software
Point of Rental Software is an exceptional employer, offering a dynamic work environment in Reading where you can make a tangible impact on merchant success and product adoption. With a competitive salary, hybrid working options, and a high-trust team culture, employees are empowered to grow their skills and advance their careers while contributing to the success of over 5,000 rental operators globally. Join us to be part of a supportive community that values proactive engagement and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist - Payment Product
✨Tip Number 1
Get to know the company inside out! Research Point of Rental and their POR Pay product. Understanding their values, mission, and how they operate will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for role-play scenarios! Since this position involves handling merchant enquiries and issues, practice responding to common customer situations. This will boost your confidence and show that you're ready to tackle real-life challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Point of Rental.
We think you need these skills to ace Customer Success Specialist - Payment Product
Some tips for your application 🫡
Show Your Customer Success Skills:Make sure to highlight any experience you have in account management or customer support. We want to see how you've successfully built relationships and resolved issues in the past, especially in a SaaS or fintech environment.
Be Proactive in Your Application:Just like in the role, we love a proactive approach! Don’t wait for us to ask for details; share your relevant experiences and how you can add value to our team right from the start.
Tailor Your CV and Cover Letter:Take a moment to customise your CV and cover letter for this specific role. Use keywords from the job description to show that you understand what we’re looking for and how you fit into the picture.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t hesitate!
How to prepare for a job interview at Point of Rental Software
✨Know Your Product Inside Out
Before the interview, make sure you understand POR Pay and its features thoroughly. Familiarise yourself with how it integrates into the rental management system and be ready to discuss how you can help merchants maximise their use of the product.
✨Showcase Your Communication Skills
As a Customer Success Specialist, you'll need to communicate effectively with merchants. Prepare examples of how you've successfully managed customer relationships in the past, especially in handling complaints or training sessions. This will demonstrate your ability to build rapport and resolve issues.
✨Be Proactive in Your Approach
Highlight your proactive nature during the interview. Share instances where you've identified potential issues before they escalated or how you've reached out to customers to enhance their experience. This aligns perfectly with the role's focus on driving adoption and retention.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle various customer scenarios. Think about how you would approach a merchant whose usage has dropped or how you'd manage an escalated issue. Practising these scenarios will help you feel more confident during the interview.
