B2B Customer Support - Payments / Fintech experience required in London

www.cardandpaymentjobs.com; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading Fintech company in Central London is seeking a B2B Customer Support Analyst to provide high-quality support for technical and operational queries. This role involves collaborating with various teams to ensure smooth customer experiences, requiring strong customer service skills and experience with ticketing systems. Ideal candidates will thrive in a fast-paced environment and have a keen interest in Fintech.

Qualifications

• Strong customer service experience, particularly in helpdesk or technical support.
• Experience using ticketing systems is essential.
• Understanding of ITIL principles is required.

Responsibilities

• Act as the first line of support for customers.
• Troubleshoot technical issues, escalating when necessary.
• Collaborate with internal teams to provide effective solutions.
• Maintain accurate records in the ticketing system.

Skills

Strong customer service experience

Use of ticketing systems

Understanding of ITIL principles

Excellent communication skills

Ability to prioritise tasks

Experience in payments or financial services

Experience with SQL or APIs

Tools

Jira

Zendesk

ServiceNow

Job description

Overview

B2B Customer Support– FinTech

Central London - 5 days in the office
Permanent position

A fast-growing Fintech providing innovative payment solutions is looking for a B2B Customer Support Analyst.

As a B2B Customer Support Analyst you will be the first point of contact for customers, providing high-quality support across technical and operational queries. Working closely with tech, compliance, and service management teams, you will play a key role in ensuring a smooth customer experience.

If you have a passion for customer service and a keen interest in Fintech, this role offers the perfect platform to grow within a forward-thinking organisation.

Responsibilities

• Act as the first line of support for business and consumer customers, logging and resolving queries
• Troubleshoot technical issues, escalating to internal teams or third-party providers
• Collaborate with Tech, Compliance, and Service Management teams to provide effective solutions
• Maintain accurate records of incidents and resolutions in the ticketing system
• Assist in monitoring system alerts, escalating critical issues
• Provide input during product testing and releases, helping to identify and resolve bugs
• Contribute to service improvement initiatives by sharing insights and feedback

Skills & Experience

• Strong customer service experience, in a helpdesk or technical support role
• Experience using ticketing systems (e.g., Jira, Zendesk, ServiceNow or similar)
• Understanding of ITIL principles
• Excellent communication skills
• Ability to prioritise tasks and manage workload effectively
• Experience in payments, financial services
• Any experience with SQL or API’s would be beneficial