MW Recruitment Limited
Payments Platform Support
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An established Payments Platform is seeking a Platform Administrator to join the team and help deliver a smooth experience for customers using our payments platform.
This is a hands-on role combining customer onboarding, platform administration, payments operations, and customer support. You’ll work closely with customers and internal teams to ensure new accounts are set up efficiently, queries are resolved quickly, and customers get the most from the platform.
Key responsibilities
- Manage and coordinate the end-to-end customer onboarding process, from initial setup through to account activation.
- Guide customers through platform configuration, requirements, documentation, and key processes.
- Provide day-to-day customer support via email, chat, and other communication channels.
- Investigate and resolve payment, account, and platform-related queries, escalating more complex issues where appropriate.
- Monitor onboarding and account activity to identify potential issues and ensure customers are progressing smoothly.
- Work closely with internal teams including Operations, Compliance, Product, Technology, and Account Management.
- Maintain accurate customer and account information across internal systems.
- Help identify recurring customer issues and contribute to improvements in processes, documentation, and the overall customer experience.
- Support payment and platform-related operational tasks, including troubleshooting and reconciliation queries where required.
- Keep customers informed throughout the onboarding and support journey, ensuring clear and timely communication.
- Contribute to a positive, responsive, and customer-first culture within the team.
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About you
You’ll ideally have:
- 2–3 years’ experience in payments, fintech, financial services, SaaS, customer support, operations, or a related field.
- Experience working directly with customers or clients, ideally in a platform or technology-led environment.
- Strong organisational skills and the ability to manage multiple customers, tasks, and priorities simultaneously.
- Excellent written and verbal communication skills.
- A confident and methodical approach to troubleshooting problems.
- Good attention to detail, particularly when working with customer data, payments, and operational processes.
- The ability to learn new systems and technologies quickly.
- A proactive mindset — you’ll look for ways to solve problems rather than simply pass them on.
- The ability to work independently and effectively as part of a remote team.
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What would be a bonus
- Experience with a payments platform, payment gateway, PSP, acquiring, or fintech product.
- Familiarity with customer onboarding, KYC/KYB, compliance processes, or merchant account setup.
- Experience using CRM, ticketing, payment, or customer success platforms.
- An understanding of payment flows, transaction processing, refunds, chargebacks, or settlement.
- Experience working in a fast-growing technology or fintech business.
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