B2B Customer  Support – FinTech

Central London  - 5 days in the office
Permanent position

A fast-growing Fintech providing innovative payment solutions is looking for a B2B Customer  Support Analyst.

As a ,B2B Customer  Support Analyst you will be the first point of contact for customers, providing high-quality support across technical and operational queries. Working closely with tech, compliance, and service management teams, you will play a key role in ensuring a smooth customer experience.

If you have a passion for customer service and a keen interest in Fintech, this role offers the perfect platform to grow within a forward-thinking organisation.

Day to day, you will : 

• Act as the first line of support for business and consumer customers, logging and resolving queries
• Troubleshoot technical issues, escalating  to internal teams or third-party providers
• Collaborate with Tech, Compliance, and Service Management teams to provide effective solutions
• Maintain accurate records of incidents and resolutions in the ticketing system
• Assist in monitoring system alerts, escalating critical issues
• Provide input during product testing and releases, helping to identify and resolve bugs
• Contribute to service improvement initiatives by sharing insights and feedback

Skills & Experience

• Strong customer service experience, in a helpdesk or technical support role
• Experience using ticketing systems (e.g., Jira, Zendesk, ServiceNow or similar)
• Understanding of ITIL principles
• Excellent communication skills
• Ability to prioritise tasks and manage workload effectively
• Experience in payments, financial services
• Any experience with SQL or API’s would be beneficial