Customer Support Specialist

Why Coda

Coda is a global growth engine for commerce. We bring together powerful capabilities that connect people, digital products, and payments through our suite of trusted digital monetization and distribution solutions.

We recently acquired Recharge, Europe’s leading prepaid payments and digital gift card business, bringing both companies together into one organisation with broader reach, deeper capabilities across B2B and B2C commerce and a stronger global footprint.

Today, we stand as a team of more than 600 people, representing 57 nationalities across 23 locations. We are headquartered in Singapore with offices in Amsterdam, Dubai, Shanghai and other hubs across Southeast Asia.

Our B2B business works with publishers and brands to support growth across markets. We run Codapay for local payment acceptance and Custom Commerce for direct-to-consumer webstores. We manage catalogue, prepaid and distribution services that extend reach globally, and we operate Giftcloud’s rewards and incentives capabilities. We take on the operational complexity around payments, tax and compliance so partners can scale with clarity and focus.

On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com , Startselect.com , mobiletopup.co.uk and other local sites that give customers secure and easy access to digital credit, game vouchers, gift cards and prepaid products.

Our people are at the heart of what we do. Coda’s culture is centered on respect, clarity, ownership, and collaboration. We work hard and play hard together.

If you’re looking for growth and impact in a fast-paced global team, Coda is the place for you.

Role Overview

We are seeking a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our clients’ customers, ensuring queries are handled with professionalism, empathy, and efficiency. You’ll liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to the success of our client partnerships.

Key Responsibilities:
• Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
• Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Stay updated on company products, services, and policies to provide informed and accurate support.
• Monitor customer feedback from digital platforms and share insights for process improvements.
• Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback
• Proactively develop a strong understanding of the gifting sector and the clients we support.
• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

Qualifications:
• Proven experience in customer support or client servicing, preferably managing digital communication platforms.
• Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
• Proficiency in English for effective communication.
• Strong written communication skills with a customer-first approach.
• Proficient in using with CRM tools and ticketing systems such as Zendesk preferred
• Excellent problem-solving skills, highly organised with exceptional attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Willingness to work in shifts, including weekends and holidays, as needed.

Personal Attributes:
• Calm under pressure with a positive and solution-focused attitude.
• Determined and resilient, with the ability to overcome obstacles.
• Professional, confident, self-motivated, and enthusiastic.
• Strong team player with a collaborative mindset.
• Eager to learn and committed to continuous personal development.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!