At a Glance
- Tasks: Guide clients through onboarding and ensure seamless integration of our banking platform.
- Company: Join Gemba, the fintech scale-up revolutionising banking for non-banks.
- Benefits: Competitive salary, hybrid work, and a culture of continuous learning.
- Other info: Work in a dynamic environment with opportunities for career advancement.
- Why this job: Be part of a hyper-growth company making banking accessible to everyone.
- Qualifications: Experience in client-facing technical roles and deep API knowledge.
The predicted salary is between 50000 - 60000 £ per year.
About Gemba: Building the "Shopify for Banking" At Gemba, we believe you shouldn't have to be a bank to offer banking. We are an FCA-authorised fintech scale-up providing a white-label banking infrastructure platform that empowers non-bank brands (SaaS, payroll providers, and fintechs) to launch fully branded financial services in under 10 minutes.
We are defining "BaaS 2.0" and our traction is explosive:
- Hyper-Growth: Scaled revenue 10x in a single year and crossed £1.33 Billion in Gross Merchandise Volume (GMV).
- Global Ambition: Gearing up for a Series A to fuel expansion across Europe and the US.
- Top Validation: Recommended UK Gov Banking Partner, JPMorgan Chase Fintech Forward member, and named in the Sifted 100.
- Unrivalled Security: 14 consecutive months with a zero-fraud record.
The Culture: The "Agentic Shift" We actively train every team member to use AI tools (Google Gemini, AI Studio) to automate routine administrative drudgery. We want you focusing entirely on high-value, strategic, and creative work.
How You'll Make an Impact
We are looking for a front-office-ready, deeply technical Customer Success Engineer to own three key pillars:
- Onboarding
- Rapid Deployment: Guide standard and complex client implementations so partners go live and earn in under 10 minutes.
- Scalable Automation: Build self-service configuration scripts and digital onboarding sequences to match our growth velocity.
- Cross-Departmental Delivery: Act as the ultimate project driver across internal Product, Engineering, and Compliance teams to get clients over the line.
- Technical Solution Engineering
- Deep API Integration: Serve as the primary technical interface for client developers integrating our RESTful BaaS APIs.
- Proof of Concepts (PoCs): Build custom PoCs and structural diagrams to ensure seamless platform deployment.
- Technical Bridge: Investigate complex technical telemetry and act as the definitive bridge between customer engineers and internal product teams.
- Client Success & Continuous Engagement
- Continuous Adoption: Proactively engage with onboarded clients to ensure deep platform usage and maximum long-term retention.
- Commercial Growth: Partner with clients to identify revenue-share potential, helping them monetize financial services effectively.
- Health Telemetry: Maintain a Customer Health Scorecard combining technical usage data with engagement metrics to flag at-risk or expansion-ready accounts.
What You'll Bring to Gemba
Essential Criteria:
- Front-Office Presence: Polished, confident client engagement readiness. You can seamlessly switch between speaking to C-suite executives and core developers.
- Deep API Proficiency: Hands-on experience with RESTful APIs and the modern software integration lifecycle.
- Flawless Attention to Detail: Meticulous approach to documenting requirements, tracking SLAs, and analyzing performance data.
- Cross-Functional Collaboration: Strong communication skills and a proven track record of aligning departments to push projects across the finish line.
- Fintech Domain Experience: Proven experience in a technical, client-facing role (CSE, TAM, Solutions Architect) within Payments, Fintech, or BaaS.
Preferred (The Extras):
- Anthropic / OpenAI Certification: Highly preferred. Aligns with our internal "Agentic Shift" culture.
- Payment Rails Infrastructure: Familiarity with UK/EU rails (Faster Payments, SEPA, SWIFT).
- Compliance: Basic understanding of KYC/KYB landscapes.
What We Offer
- Competitive Base salary in a fast-scaling startup.
- Hybrid setup working out of Level39 in Canary Wharf.
- A culture of continuous learning and AI-first workflows.
To Apply: Send your CV alongside a brief note explaining why you're ready to build the invisible engine powering global commerce.
Customer Success Engineer in London employer: Gemba
At Gemba, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and growth. As a fintech scale-up located in the vibrant Canary Wharf, we provide our employees with competitive salaries, hybrid working arrangements, and a commitment to continuous learning through AI-first workflows. Join us to be part of a rapidly expanding team where your contributions directly impact the future of banking and financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gemba. 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 Gemba 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 Customer Success Engineer in London
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 Gemba:Your cover letter is your chance to shine! Tell us why you want to work at Gemba 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 Gemba!
How to prepare for a job interview at Gemba
✨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.
