Customer Support Specialist

Space Executive; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A dynamic fintech company in the UK is seeking a Customer Support Specialist to manage a portfolio of accounts and contribute to revenue growth. The role involves responding to support tickets, managing client relationships, and upselling. Ideal candidates will have 1-2 years of experience in customer support, strong communication skills, and a related degree. This position offers excellent career opportunities in a fast-paced environment.

Qualifications

• 1–2 years’ experience in customer support or operations role, ideally in eCommerce or fintech.
• Strong written and verbal communication skills, able to engage with stakeholders.

Responsibilities

• Respond to inbound support tickets via phone and email.
• Manage ticketing queues and resolve technical issues.
• Build strong relationships with assigned support accounts.

Skills

Communication skills

Problem-solving

Customer support

Multitasking

Education

Bachelor's degree in Business, Finance, Economics, or related field

Job description

The Role:

As a Customer Support Specialist, you will report to the Head of Account Management and act as a central point of contact for inbound support across internal teams and customer accounts. You’ll manage a portfolio of 10–15 top-tier accounts, contribute to revenue growth, and help shape the overall customer experience.

This position also offers excellent career progression as the company continues to expand.

Key Responsibilities:

• Customer Support: Respond to inbound support tickets via phone and email from both new and existing customers. Resolve queries and provide insightful, proactive guidance.
• Issue Resolution: Manage ticketing queues, ensure SLAs are met, and troubleshoot technical and operational issues. Escalate complex matters when needed.
• Account Management: Build strong relationships with your assigned support accounts, ensuring long-term satisfaction and retention.
• Revenue & Upselling: Monitor client performance, identify growth opportunities, and own targets related to upselling and portfolio revenue.
• Commercial Engagement: Understand transaction trends, proactively address volume reductions, and support clients in aligning payment solutions with their growth plans.
• Internal Collaboration: Work closely with product, finance, technical, and commercial teams, as well as third-party providers (e.g., banks and card acquirers), to resolve issues efficiently.
• Product Expertise: Become a go-to expert on the company’s products and services. Share best practices, updates, and provide ad-hoc training to clients as needed.
• Operational Excellence: Be responsive and adaptable to ad-hoc tasks and the evolving needs of a high-growth fintech business.

What You’ll Bring:

• Bachelor\'s degree or equivalent in Business, Finance, Economics, Technology, or a related field.
• 1–2 years’ experience in a customer support or operations role, ideally within eCommerce, digital payments, or fintech.
• Strong written and verbal communication skills, with confidence engaging stakeholders at all levels.
• Ability to work collaboratively across departments and with external partners.
• Excellent multitasking and project management capabilities.
• Proactive, self-driven, and adaptable in a fast-paced, constantly evolving environment.

This is a fantastic opportunity for someone who thrives in customer-facing roles and is looking to grow their career within a vibrant, mission-led fintech environment.