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:

• Bachelor's degree or equivalent in Business, Finance, Economics, Technology, or a related field.

• 1–2 years’ experience in a customer support or operations role, ideally within eCommerce, digital payments, or fintech.

• Strong written and verbal communication skills, with confidence engaging stakeholders at all levels.

• Ability to work collaboratively across departments and with external partners.

• Excellent multitasking and project management capabilities.

• 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.