At a Glance
- Tasks: Manage customer implementation projects and ensure seamless onboarding experiences.
- Company: Join APEXX Global, a pioneering FinTech scale-up transforming payments.
- Benefits: Enjoy private medical insurance, enhanced parental leave, and 25 days holiday plus your birthday off.
- Other info: Remote-first work culture with opportunities for career growth and a supportive environment.
- Why this job: Be part of a dynamic team driving innovative payment solutions and making a real impact.
- Qualifications: Experience in eCommerce payments or technical roles with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Contract Type: Interim Maternity Cover (6-9 Month FTC) - Starting Early September 2025.
Hours of Work: 42.5 hours per week
Work Location: UK - Remote first with occasional office travel
OVERVIEW:
APEXX is pioneering payment orchestration, transforming the global payments landscape with cutting-edge technology and innovation. As a leader in FinTech, we are committed to excellence, driving forward-thinking solutions that empower businesses worldwide.
Our SVP Customer Experience is seeking a talented individual to join our CX team to deliver seamless end-to-end onboarding experiences for our enterprise merchants. In this role, you will manage complex implementation projects, serving as the key link between internal teams, partners, and customers to ensure the best possible outcome. You will also play a vital role in supporting our Customer Support team by handling escalations, supporting complex tickets, and actively contributing to our incident response process.
WHAT YOU’LL BE DOING:
- Manage end-to-end customer implementation projects from technical kick-off to live processing
- Keep internal and external stakeholders informed of project progress, issues, and risks
- Support the commercial teams and wider business in discussions with customers, partners and suppliers
- Support merchants with integration, testing, go-live, and ramp-up
- Deliver training sessions for APEXX merchant portal users
- Identify, escalate, and track technical and product issues
- Leverage product knowledge and payment industry expertise to assist merchants
- Maintain a deep understanding of APEXX products and end-to-end integrations
- Align with product delivery on new releases and their impact on customer experience
- Create client-facing knowledge content and maintain internal product documentation
- Support our Customer Support Team with complex tickets, escalations and incident management
ABOUT YOU:
- You have experience in implementation or similar technical roles within eCommerce payments, fintech, or broader tech environments, ideally supporting enterprise/mid-market customers
- You have the ability to think end-to-end through complex products and identify areas of challenge
- Communication is key to the role including being able to manage internal & stakeholder communication in a detail-oriented environment
- You are self-motivated, proactive, and thrive in dynamic, fast-paced environments with competing priorities
- You bring strong attention to detail, even under pressure, and are experienced working with monitoring tools like Grafana to support and manage incident response
- You will be expected to handle significant and complex support matters and provide direction across the business, including to senior level stakeholders
- You are process-driven but maintain a strong customer-centric mindset to ensure high-quality outcomes
- You have a deep understanding of payment systems, including gateways, card acquiring, 3DS, APMs, and BNPL solutions (desirable)
OTHER BENEFITS:
- Private Medical Insurance with AXA
- Life Insurance & Critical Illness Cover
- Enhanced parental leave policies
- 25 days holiday, plus an additional day for your birthday, and Bank Holidays
- Work from Abroad Scheme for 2 weeks per month (max of 90 days per year)
ABOUT APEXX:
APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industry's most merchant-centric provider. Through our platform, a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market.
The team is incredibly committed and enthusiastic about what we are building - top of the class payments solutions and a valuable business. This creates a wonderful office atmosphere. We have a supportive, relaxed yet high-performing, and high trust culture.
APEXX is an equal opportunities employer committed to encouraging equality, diversity, and inclusion among our employees and eliminating discrimination.
Technical Account Manager employer: APEXX Global
APEXX Global is an exceptional employer, offering a vibrant Fintech environment that prioritises innovation and performance. Employees benefit from a collaborative culture that encourages professional growth through hands-on experience with cutting-edge technology and strategic product development. With a focus on connecting technical capabilities to commercial success, APEXX provides unique opportunities for meaningful contributions in the rapidly evolving payments landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at APEXX Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like APEXX Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to APEXX Global:Your cover letter is your chance to shine! Tell us why you want to work at APEXX Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at APEXX Global!
How to prepare for a job interview at APEXX Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
