At a Glance
- Tasks: Manage partner accounts and deliver exceptional customer support in a fast-paced Fintech environment.
- Company: Join a growing Fintech company with a supportive and collaborative culture.
- Benefits: Enjoy private medical insurance, increasing annual leave, and career growth opportunities.
- Other info: Dynamic role with opportunities to learn and grow in the Fintech industry.
- Why this job: Be the key contact for partners, making a real impact on their success.
- Qualifications: Strong communication skills and a customer-focused mindset are essential.
The predicted salary is between 24784 - 30000 £ per year.
Taunton | On-Site
Monday – Friday, 9:00am – 5:30pm
Starting Salary: £24,784.50+ (dependent on experience)
About the Role
We are looking for an enthusiastic and service-driven Associate Support Manager / Support Manager to join our growing Partner Support Team. This is an exciting opportunity for someone with strong customer support or account management experience who is looking to develop within a fast-paced Fintech environment. You will act as a key point of contact for our Partners and Merchants, helping to deliver exceptional support, manage relationships, and ensure a seamless customer experience.
Reporting to the Head of Partner Support, you will work closely with internal departments including Commercial, Product, and Development teams to provide timely resolutions, identify opportunities for growth, and support ongoing business initiatives.
Key Responsibilities
- Manage a portfolio of Partner and Merchant accounts, ensuring high levels of satisfaction and retention.
- Build and maintain strong support relationships, understanding their objectives and aligning our services to meet their goals.
- Work alongside Commercial teams guiding them through the seamless migration of existing businesses and uncovering new areas of growth through innovative products and services.
- Escalate key issues externally with Acquirers and internally with various teams to reach solutions.
- Liaise with the wider team and business, to remain aware of target Partner and Merchant deliverables.
- Manage a comprehensive Ticket and Call queue, providing timely updates and solutions, whilst adhering to service level agreements.
- Coordinate with internal teams, including Commercial, Accounts, Product and Development to aid with a holistic approach for Partner and Merchants.
- Lead Partner and Merchant conversations whilst also developing and presenting comprehensive reports on performance metrics and new initiatives.
- Identify opportunities for account improvement and growth, presenting recommendations and solutions.
- Proactively identify potential issues or obstacles and work towards a solution in a timely manner both internally and externally.
- Anticipate and identify potential project issues ahead of time, raising with product and commercial.
- Contribute to new business activities with existing and prospective clients, passing lead to respective Commercial counterpart and following progress of lead and support requirements.
- Stay updated with industry trends, emerging technologies, and Support best practices to advise Partner and Merchants effectively.
What We’re Looking For
- Excellent communication skills across phone, email, and video calls.
- Strong organisational and problem-solving abilities.
- A customer-focused mindset with a passion for delivering outstanding service.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong teamwork and collaboration skills.
- Previous experience in support, account management, customer success, or Fintech is advantageous.
Benefits
- Employee Assistance Programme (EAP).
- Private Medical Insurance including dental cover.
- Annual leave entitlement that increases with length of service.
- Opportunity to grow within a fast-moving Fintech business.
- Supportive and collaborative working environment.
About You
- Service-oriented and customer-focused.
- Results-driven with a proactive approach to problem solving.
- A confident communicator who can professionally guide customers through troubleshooting and support processes.
- A collaborative team player who thrives in a dynamic environment.
Equality and Diversity
We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We welcome applications regardless of age, disability, gender identity, marital status, race, religion or belief, sex or sexual orientation, in line with the Equality Act 2010.
Recruitment Process:
On receipt of your application, the hiring manager will assess your CV against the criteria for the role. Shortlisted candidates will be contacted via telephone or email and invited to interview.
Additional Information
Employment is subject to a satisfactory completion of a DBS check. Applicants must be able to work in the UK unrestricted. Application/CV records will be kept securely for a maximum of 12 months. Cardstream will only use the personal information provided in order to process the application in accordance with the Data Protection Act 1998. Applicants will need to comply with the requirements of the Data Protection Act 1998, it is the responsibility of individual staff members to protect data and to take all reasonable steps to ensure all data is kept securely. Applicants will need to comply with Cardstream’s policies and procedures including Health and Safety Policy and Equality and Diversity.
Associate Support Manager / Support Manager employer: Cardstream
Join our dynamic team in Taunton as an Associate Support Manager, where you'll thrive in a supportive and collaborative environment that prioritises employee growth and development. With benefits like private medical insurance, an Employee Assistance Programme, and increasing annual leave with service, we are committed to fostering a culture of inclusivity and excellence. This is an exciting opportunity to make a meaningful impact in the fast-paced Fintech sector while building strong relationships with our Partners and Merchants.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Support Manager / Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cardstream. 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 Cardstream 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 Associate Support Manager / Support 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 Cardstream:Your cover letter is your chance to shine! Tell us why you want to work at Cardstream 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 Cardstream!
How to prepare for a job interview at Cardstream
✨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.
