Aldrich & Co
Product Specialist/Customer Support, FinTech (Remote) 22964
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Product Specialist/Customer Support, FinTech (Remote) 22964
£34,000 (£25,000 pro rata) + benefits
Evenings: 5pm – 11pm
Great with clients, quick to get to the bottom of a problem and looking for a role where you can really take ownership?
Do you have client-facing or customer support experience and availability for working hours of 5pm – 11pm Monday to Friday?
Do you have excellent communication skills, good judgement and a proactive, curious approach?
A dynamic FinTech business is looking for a Product Specialist to join its client support team. This is much more than simply answering support tickets. You will be a trusted first point of contact for clients – diagnosing and resolving queries, delivering training and helping users get the most from the platform.
What you’ll be doing:
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- Acting as the first point of contact for clients during the evening 5pm – 11pm shift, diagnosing and resolving queries to agreed service levels and ensuring a clear understanding of the user's needs
- Using judgement to identify whether issues are product bugs, training needs, or require escalation, and providing accurate context for further investigation
- Creating and delivering training resources, including attending client meetings with Account Management and Customer Success to support adoption
- Supporting internal teams with user data analysis to identify trends, propose improvements and contribute to product adoption and efficiency
- Providing a feedback loop to product and customer teams, representing the customer voice in product development and company priorities
- Proactively contributing ideas to improve team processes and the client experience
- Ensuring smooth handovers to the night shift team and following up on day team escalations
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The skills you’ll need:
- Strong communication skills, with the ability to explain solutions clearly and confidently by phone and email
- Proven experience in a client-facing or support role
- Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues
- Ability to ask insightful questions
- A client-centric mindset, able to build strong relationships
- Experience using ticketing or customer support systems
- Basic familiarity with JIRA, or similar, for logging and tracking customer issues
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