Support Specialist

Role overview A customer support role on a payments technology platform that powers checkout experiences for software partners and fintech innovators. The position blends ticket-based technical support with onboarding and training, helping customers get full value from the product suite.

Responsibilities - Onboard new and existing customer accounts, ensuring a smooth and positive start. - Train customers on onboarding and reporting tools so they can use the products independently. - Handle general product support queries through online tickets, with phone support as needed. - Update and create content for the external help-desk portal and maintain internal documentation. - Collaborate with acquiring partners and internal teams to keep customer solutions compliant. - Contribute to internal projects that improve the customer experience and help build internal training programs.

Requirements - Excellent customer service and all-round IT knowledge, with strong attention to detail. - Proven problem-solving ability and a proactive, creative approach to issues. - Ability to handle complex data sets and prioritize tickets and workload effectively. - Strong written and verbal communication skills, with a positive, can-do attitude. - Organized and able to work without close supervision, with a natural curiosity. - Experience in the payments and/or FinTech industry.

Nice to have - Prior experience using a customer ticketing system. - Background in an IT helpdesk or technical support role.

Benefits and work setup - Salary of £23,500 to £26,000 GBP depending on experience, plus an annual performance-based bonus. - 25 days of holiday plus bank holidays, with an extra day per year of service up to 30 days. - Remote-first culture, 35 hours per week (7 hours per day), with a flexi-time policy. - Workplace pension, private medical insurance after 30 days, and enhanced maternity, paternity, and shared parental leave. - Training budget, Bike2Work scheme, employee assistance programme, mental health first aiders, referral scheme, and recognition rewards.