Senior Customer Care Specialist

Thredd; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading payments company in London is seeking a Senior Customer Care Specialist to drive client satisfaction by managing service delivery and resolving issues effectively. The role involves working closely with clients, analyzing data for insights, and collaborating with various teams. Ideal candidates should have substantial experience in customer service and stakeholder management within a fast-paced B2B environment, supported by proficiency in tools like JIRA and Confluence.

Qualifications

• Understanding and experience of cards and issuing is preferable.
• Experience working in a fast-paced environment where customer service is time critical.
• Strong experience in a B2B and customer facing service role.

Responsibilities

• Serve as a key contact for multiple clients, understanding their businesses.
• Provide end-to-end ownership of client requests for successful resolutions.
• Foster collaboration and drive continuous improvement.

Skills

Stakeholder management

Customer service

Data analysis

Team leadership

Tools

JIRA

Confluence

SOAP

ELK

Postman

Job description

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Are you an experienced Customer Care Specialist who is ready to drive excellent client experiences in the evolving payments industry?

We’re looking for a Senior Customer Care Specialist who will ensure Thredd’s clients benefit from the highest standard of support, backed by your expertise in our platform and services. As a key member of our Operations team, you’ll take ownership of service delivery for specific clients while also working collaboratively to support all clients as needed.

You’ll develop a strong understanding of each client’s needs and operations, handling requests end-to-end to deliver timely and effective solutions. You’ll advocate for clients, manage incident resolution, and proactively address potential issues to ensure smooth outcomes. By working closely with account management and tech teams, you’ll enable seamless support that enhances client satisfaction and strengthens Thredd’s reputation for excellence.

What you will be doing as a Senior Customer Care Specialist

1. Serving as a key contact for a number of Thredd clients, developing a detailed understanding of their businesses and needs.
2. Providing end-to-end ownership of client requests for successful and timely resolutions.
3. Analysing card and transaction data to gain client and business insights.
4. Adhering to defined incident management procedures and communication plans.
5. Escalating potential issues appropriately with thorough supporting information.
6. Creating learning opportunities to enhance team member performance.
7. Fostering cross-department collaboration and driving continuous improvement while managing challenges positively.

What you will bring to the Senior Customer Care Specialist position

• Understanding and experience of cards and issuing is preferable.
• Strong stakeholder management and experience working with high-level stakeholders such as Heads and C-Suite.
• Experience working in a fast-paced environment where customer service is time critical and has a direct effect on the bottom line.
• Strong experience working in a B2B and customer facing service role, ideally within payments.
• The ability to manage, lead and mentor global teams effectively.
• Experience with JIRA and Confluence.
• Experience with SOAP, ELK, Postman is desirable.

Where you'll work

Our working model varies depending on the specific role and team requirements. We strive to provide flexibility whilst ensuring that each position is best supported for optimal collaboration and performance. This Senior Customer Care Specialist position requires you to be in the London office (Holborn) minimum two days per week.

About us

Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid, and credit transactions annually, supporting consumer and corporate fintechs, digital banks, and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable, and scalable technology.

Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

Since 2007, Thredd has enabled market leaders through our highly reliable, secure, and scalable platform and supported many of our client's growth journeys - from early-stage startup through to globally recognized unicorns, including Monzo, Revolut, and Starling.

Diversity and Inclusion at Thredd

Here at Thredd, we are committed to building a diverse and inclusive workplace where everyone feels valued, respected and empowered. We welcome applications from people of all backgrounds, experiences and identities. If you require any adjustments during the recruitment process, please let us know and we would be happy to support you.

Our Values

Our values-driven culture is what unites our teams globally and our teams is what drives our success.

Here are what the values will mean for you in this Senior Customer Care Specialist role:

• Own it and deliver – Taking responsibility for your own performance and being successful in your own role.
• Collaborate purposefully – Building trusted relationships with colleagues, supporting activities and being successful together.
• Think differently – Asking questions to check understanding and sharing your ideas to support continuous improvement.
• Act courageously – Stepping out of your comfort zone and embracing change to help you learn and grow.