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For Companies At a Glance
- Tasks: Lead and evolve B2B customer support in a dynamic fintech setting.
- Company: Join a cutting-edge API-led fintech investment business in Edinburgh.
- Benefits: Enjoy a competitive salary, generous benefits, and annual reviews.
- Why this job: Shape customer service strategy and make a real impact in a fast-paced environment.
- Qualifications: Significant leadership experience in customer support, preferably in fintech.
- Other info: Work closely with senior leadership and drive operational excellence.
The predicted salary is between 40000 - 60000 £ per year.
Client Support Manager – Permanent
Location: Edinburgh | API-Led Fintech Investment Business
Are you an experienced Customer Support Leader looking to make a real strategic impact in a fast-paced fintech environment? We're hiring for a Client Support Manager to lead and evolve our B2B service offering — moving beyond reactive support to deliver proactive, outcome-focused customer experiences.
In this senior leadership role, you’ll drive the development of a scalable, insight-led support function, working closely with our Head of Operations & Servicing and Head of Customer. You’ll help shape the future of our customer service strategy and ensure we consistently exceed expectations across a diverse client base.
What You’ll Be Doing
- Take full ownership of end-to-end customer outcomes, ensuring high service standards are consistently met and exceeded
- Lead, mentor, and empower a high-performing support team to deliver exceptional service
- Transform workflows and implement operational improvements to enhance efficiency and customer satisfaction
- Shift the support model from reactive to proactive, embedding outcome-led practices
- Strengthen and refine communications with our varied B2B client base
- Design and implement robust service processes and controls with a focus on continual improvement
- Leverage customer data to build insightful reports, identify trends, and present recommendations to senior leadership
- Act as a key point of escalation, collaborating with Operations, Product, and Engineering teams to resolve complex issues
You’ll Thrive in This Role If You Have
- Significant leadership experience in customer support, ideally within a B2B or fintech environment
- In-depth knowledge of the investment industry, including SIPP, ISA, and GIA products
- Strong technical understanding — comfortable working in an API-led, tech-enabled business
- A track record of building and leading high-performing teams
- Excellent communication skills across technical and non-technical audiences
- A data-driven mindset and solid analytical skills to drive decision-making
- A hands-on, solutions-focused approach with a passion for operational excellence
- Experience influencing senior stakeholders and contributing to strategic service decisions
What’s in it for you:
Salary between £50,000–£70,000, depending on experience (reviewed annually). A generous benefits package focused on what really matters to our people.
Client Support Manager - API - Fintech employer: McFall Recruitment Limited
Contact Detail:
McFall Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Support Manager - API - Fintech
✨Tip Number 1
Familiarise yourself with the latest trends in fintech and customer support. Understanding the nuances of API-led services will help you speak confidently about how you can enhance the client experience.
✨Tip Number 2
Network with professionals in the fintech space, especially those who have experience in B2B customer support. Engaging in conversations can provide insights into the challenges they face and how you can address them.
✨Tip Number 3
Prepare to discuss specific examples of how you've transformed customer support processes in previous roles. Highlighting your hands-on experience with operational improvements will demonstrate your capability to lead effectively.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decision-making in past positions. This will resonate well with the data-driven mindset that the role requires.
We think you need these skills to ace Client Support Manager - API - Fintech
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer support, particularly within B2B or fintech environments. Emphasise any relevant achievements that demonstrate your ability to drive strategic impact.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and your hands-on approach. Discuss how your experience aligns with the role's requirements, especially your ability to lead high-performing teams and implement operational improvements.
Showcase Technical Understanding: Since the role requires a strong technical understanding, mention any experience you have with API-led businesses or similar technologies. Highlight your comfort level in working with technical and non-technical audiences.
Demonstrate Data-Driven Decision Making: Provide examples of how you've used data to drive decisions in previous roles. This could include building insightful reports or identifying trends that led to improved customer outcomes.
How to prepare for a job interview at McFall Recruitment Limited
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in customer support, especially within B2B or fintech environments. Highlight specific examples where you successfully led a team and improved service delivery.
✨Demonstrate Technical Understanding
Since the role involves working in an API-led environment, brush up on your technical knowledge. Be ready to explain how you've used technology to enhance customer experiences and streamline operations.
✨Prepare for Data-Driven Discussions
Familiarise yourself with key metrics and data analysis techniques relevant to customer support. Be ready to discuss how you've leveraged data to identify trends and make informed decisions in past roles.
✨Communicate Effectively with Diverse Audiences
Practice articulating complex ideas in simple terms, as you'll need to communicate with both technical and non-technical stakeholders. Prepare examples of how you've successfully navigated these conversations in the past.
