At a Glance
- Tasks: Support and engage with merchants to enhance their experience with POR Pay.
- 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 that values your contributions and offers career development.
- Why this job: Make a real impact by helping businesses thrive with our innovative payment solutions.
- Qualifications: Experience in customer success or support, with strong communication skills.
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.
Qualifications and Skills Required:
- 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.
Preferred:
- 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.
What we Offer:
- 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.
About Point of Rental Software: 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 - PoR Pay in Reading employer: Point of Rental
At Point of Rental Software, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Customer Success Specialist in our Reading office, you will enjoy competitive salaries, hybrid working options, and the opportunity to make a tangible impact on merchant success and product adoption. We are committed to your professional growth, providing training and development resources to help you thrive in your role and advance your career within our expanding UK team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist - PoR Pay in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Point of Rental. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Point of Rental before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Specialist - PoR Pay in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Point of Rental:Your cover letter is your chance to shine! Tell us why you want to work at Point of Rental specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Point of Rental!
How to prepare for a job interview at Point of Rental
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
