Customer Support Specialist

Space Executive; United Kingdom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Une entreprise fintech innovante à la recherche d'un Customer Support Specialist pour soutenir un portefeuille de clients et participer à l'accroissement des revenus. Ce rôle hybride basé à Londres implique une collaboration avec des équipes internes et l'engagement commercial. Les candidats doivent posséder un diplôme, une expérience de 1-2 ans, et des compétences solides en communication.

Benefits

Opportunités d'avancement de carrière

Horaires flexibles

Travail au sein d'une équipe dynamique

Qualifications

• 1-2 ans d'expérience en support client ou opérations, idéalement dans le paiement digital ou fintech.
• Capacité à travailler en collaboration avec des partenaires externes.
• Proactif et adaptable dans un environnement dynamique.

Responsibilities

• Gérer un portefeuille de 10-15 comptes de premier plan.
• Répondre aux tickets de support entrants via téléphone et email.
• Construire et maintenir des relations solides avec les comptes clients.

Skills

Communication écrite

Gestion de projet

Multitâche

Travail en équipe

Flexibilité

Education

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

Job description

Customer Support Specialist – Fintech / Payments | Hybrid, London

An exciting opportunity has arisen to join a fast-growing, next-generation payments business at the forefront of powering recurring commerce in the digital economy. This innovative and dynamic company offers cutting-edge infrastructure and tailored solutions that help customers optimise their payment ecosystems and unlock commercial growth.

As the business continues to scale, they are looking for a Customer Support Specialist to play a key role in supporting and retaining a portfolio of high-value customers. You’ll work alongside a talented, passionate team that values innovation, proactivity, and long-term partnership.

This is a hybrid role based in London (minimum 3 days in office), and candidates must be comfortable with flexible, rotating shifts to support a 24/7 operational model.

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.