Customer Support (Fintech Payments)

Up to £35,000 plus excellent bonus and benefits

Hybrid working available

A fantastic opportunity has arisen to join a fast-growing FinTech company transforming the payments space! Due to exciting business growth, we are seeking a Technical Customer Support Officer with strong payments experience to join this team. You will be the first point of contact for customers, ensuring smooth payment experiences and providing expert technical support for the SaaS platforms and API-driven services. You’ll troubleshoot issues, manage support tickets, and work closely with internal teams to resolve complex queries. Candidates must have payments and customer service experience.

Key Responsibilities of the Payments Support Officer to include:

• Serve as the first point of contact for inbound customer calls and emails, ensuring prompt and professional handling.
• Provide day-to-day support for customers using our payment solutions, including troubleshooting API integrations and payment issues.
• Log and track support tickets, ensuring timely resolution within SLAs.
• Gather detailed forensic information during support interactions (timestamps, API request/response, error codes).
• Assist customers in understanding API documentation and implementing integrations.
• Collaborate with internal teams (Development, Customer Success) to resolve complex technical issues and improve processes.
• Contribute to knowledge base articles and maintain accurate documentation.

Requirements for the successful Payments Support Officer:

• Experience in customer or technical support (ideally within payments or FinTech environments).
• Familiarity with payment systems (SWIFT, BACS, CHAPS) and card processing.
• Technical skills: SOAP/REST APIs, JSON/XML, OAuth authentication; experience with tools like Postman and Splunk.
• Strong communication skills, able to explain technical concepts clearly.
• Proactive problem-solving attitude and ability to manage multiple priorities.
• Experience with JIRA and ticket management systems.

What’s on offer for you:

• Flexible hybrid working (after probation).
• Private medical care.
• Structured onboarding and training program.
• Clear career progression opportunities into senior technical or management roles.
• Opportunities for growth in a supportive, fast-growing company.

This vacancy is being advertised by Montpellier Resourcing Associates Limited. The services advertised by Montpellier Associates Resourcing Limited are those of an Employment Agency