At a Glance
- Tasks: Manage Partner and Merchant accounts, ensuring top-notch support and satisfaction.
- Company: Join a fast-paced Fintech company with a supportive culture.
- Benefits: Competitive salary, increasing annual leave, and growth opportunities.
- Other info: Dynamic environment with excellent career growth and teamwork.
- Why this job: Be the key contact for partners and make a real impact in customer experience.
- Qualifications: Strong communication skills and a customer-focused mindset are essential.
The predicted salary is between 24784 - 30000 £ per year.
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, being the first port of call internally and externally on a day-to-day basis.
- 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.
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.
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 in Taunton employer: Cardstream
Join a dynamic and inclusive team at Cardstream, where we prioritise employee growth and development within the fast-paced Fintech sector. As an Associate Support Manager, you will benefit from a supportive work culture that values collaboration and innovation, alongside competitive annual leave that increases with your tenure. With opportunities to engage directly with partners and merchants, you'll play a crucial role in delivering exceptional service while advancing your career in a thriving environment.
