Customer Support Manager

Forsyth Barnes; London; Remote; GBP 40,000 - 50,000; Full time

Job summary

A leading fintech company is seeking a Customer Support Manager to lead and scale customer service operations in London. You will be responsible for delivering exceptional support across all touchpoints, developing strategies for the payments lifecycle, and managing a high-performing team. Ideal candidates have experience in fintech and a deep understanding of customer support platforms.

Qualifications

• Proven experience in managing customer support teams, ideally in fintech.
• Deep understanding of the payment lifecycle.
• Strong leadership and people management skills.

Responsibilities

• Develop and execute a customer support strategy for payments.
• Oversee daily operations of the customer support team.
• Manage and coach a high-performing team.

Skills

Leadership

Conflict resolution

Analytical mindset

Customer support platforms

Tools

Zendesk

Salesforce

Intercom

Job description

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Job Title: Customer Support Manager

Location: Remote

Salary: Up to £50,000

About Us

Our client is a dynamic and rapidly growing fintech company specializing in payment processing, digital transaction solutions, and credit services. With a deep commitment to innovation, security, and customer-centric design, the organization is on a mission to transform how individuals and businesses manage, move, and access money. From real-time payment platforms to scalable merchant solutions, they are at the forefront of shaping the future of payments infrastructure.

Job Description

We are seeking an experienced Customer Support Manager – Payments to lead and scale customer service operations in the London office. In this role, you will be responsible for ensuring that merchants and payment partners receive outstanding support across all touchpoints. You’ll play a key role in building a world-class payments support function that is responsive, knowledgeable, and deeply customer-centric. This is an exciting opportunity to lead support strategy within a rapidly growing payments organization.

Key Responsibilities

• Develop and execute a customer support strategy tailored to the payments lifecycle, including onboarding, transaction inquiries, chargeback/dispute resolution, and ongoing merchant support.
• Oversee day-to-day operations of the customer support team to ensure timely, accurate, and high-quality responses to merchant and partner inquiries.
• Recruit, coach, and manage a high-performing team focused on delivering exceptional payment support experiences.
• Monitor support KPIs (e.g., response times, first-contact resolution, NPS) and implement initiatives to drive continuous improvement.
• Collaborate with Product, Engineering, Risk, and Compliance teams to resolve complex payment issues and improve processes.
• Serve as the voice of the customer, sharing feedback and insights that influence product development and service enhancements.
• Maintain expert-level knowledge of the company’s payment processing systems, transaction flows, card network rules, and industry best practices.

Requirements

• Proven experience managing customer support teams, ideally within payments, merchant services, or fintech environments.
• Deep understanding of the payment lifecycle—including authorization, settlement, reconciliation, and disputes.
• Strong leadership and people management skills, with a track record of building high-performing, customer-focused teams.
• Excellent communication and conflict resolution abilities, especially in high-pressure or escalated situations.
• Familiarity with customer support platforms and CRM tools (e.g., Zendesk, Salesforce, Intercom).
• Analytical mindset with a focus on metrics, reporting, and performance improvement.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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