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For Companies At a Glance
- Tasks: Support and retain high-value customers while managing their accounts and resolving queries.
- Company: Join a fast-growing fintech company revolutionising digital payments and commerce.
- Benefits: Enjoy hybrid work, career progression, and a dynamic team culture.
- Why this job: Be part of an innovative team that values proactivity and long-term partnerships.
- Qualifications: Bachelor's degree and 1-2 years in customer support or operations, preferably in fintech.
- Other info: Flexible shifts required to support a 24/7 operational model.
The predicted salary is between 28800 - 43200 £ per year.
Customer Support Specialist – Fintech / Payments | Hybrid, London
An exciting opportunity has arisen to join a fast-growing, next-generation payments business at the forefront of powering recurring commerce in the digital economy. This innovative and dynamic company offers cutting-edge infrastructure and tailored solutions that help customers optimise their payment ecosystems and unlock commercial growth.
As the business continues to scale, they are looking for a Customer Support Specialist to play a key role in supporting and retaining a portfolio of high-value customers. You’ll work alongside a talented, passionate team that values innovation, proactivity, and long-term partnership.
This is a hybrid role based in London (minimum 3 days in office), and candidates must be comfortable with flexible, rotating shifts to support a 24/7 operational model.
The Role:
As a Customer Support Specialist, you will report to the Head of Account Management and act as a central point of contact for inbound support across internal teams and customer accounts. You’ll manage a portfolio of 10–15 top-tier accounts, contribute to revenue growth, and help shape the overall customer experience.
This position also offers excellent career progression as the company continues to expand.
Key Responsibilities:
- Customer Support: Respond to inbound support tickets via phone and email from both new and existing customers. Resolve queries and provide insightful, proactive guidance.
- Issue Resolution: Manage ticketing queues, ensure SLAs are met, and troubleshoot technical and operational issues. Escalate complex matters when needed.
- Account Management: Build strong relationships with your assigned support accounts, ensuring long-term satisfaction and retention.
- Revenue & Upselling: Monitor client performance, identify growth opportunities, and own targets related to upselling and portfolio revenue.
- Commercial Engagement: Understand transaction trends, proactively address volume reductions, and support clients in aligning payment solutions with their growth plans.
- Internal Collaboration: Work closely with product, finance, technical, and commercial teams, as well as third-party providers (e.g., banks and card acquirers), to resolve issues efficiently.
- Product Expertise: Become a go-to expert on the company’s products and services. Share best practices, updates, and provide ad-hoc training to clients as needed.
- Operational Excellence: Be responsive and adaptable to ad-hoc tasks and the evolving needs of a high-growth fintech business.
What You’ll Bring:
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Bachelor\’s degree or equivalent in Business, Finance, Economics, Technology, or a related field.
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1–2 years’ experience in a customer support or operations role, ideally within eCommerce, digital payments, or fintech.
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Strong written and verbal communication skills, with confidence engaging stakeholders at all levels.
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Ability to work collaboratively across departments and with external partners.
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Excellent multitasking and project management capabilities.
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Proactive, self-driven, and adaptable in a fast-paced, constantly evolving environment.
This is a fantastic opportunity for someone who thrives in customer-facing roles and is looking to grow their career within a vibrant, mission-led fintech environment.
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Customer Support Specialist employer: Space Executive
Contact Detail:
Space Executive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Familiarise yourself with the fintech and payments landscape. Understanding the latest trends and technologies in this sector will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a great advantage during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully resolved customer issues in the past. Highlighting your problem-solving skills and ability to manage multiple tasks will resonate well with the hiring team.
✨Tip Number 4
Showcase your adaptability and willingness to learn. Given the fast-paced nature of the fintech industry, emphasising your ability to thrive in dynamic environments will make you a more attractive candidate.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly within fintech or digital payments. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the fintech industry. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight Communication Skills: Since strong communication is key for this role, provide examples in your application that demonstrate your written and verbal communication skills. Consider including instances where you effectively engaged with stakeholders.
Showcase Problem-Solving Abilities: In your application, emphasise your ability to troubleshoot and resolve issues. Share specific examples of challenges you've faced in previous roles and how you overcame them, especially in a fast-paced environment.
How to prepare for a job interview at Space Executive
✨Know the Company Inside Out
Before your interview, make sure to research the company thoroughly. Understand their products, services, and the fintech landscape they operate in. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Demonstrate Your Customer Support Skills
Prepare examples from your past experiences that highlight your customer support skills. Focus on how you've resolved issues, managed difficult situations, and built relationships with clients. This is crucial for a role that revolves around customer satisfaction.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully troubleshot technical or operational issues. The ability to think on your feet and provide solutions is key in a fast-paced environment like fintech.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company's growth plans, team dynamics, or how they measure success in customer support. This shows that you're engaged and thinking about your future with the company.
