Callum James Consulting
Technical Support Lead - Financial Services
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Newcastle | Hybrid | £60,000 – £80,000 + bonus & benefits
I’m working with an established, independently owned fintech business that provides electronic trading technology to institutional financial markets.
The company has been growing across the UK, Europe and US and is continuing to invest in its Newcastle operation, which is becoming an increasingly important hub for the business.
As part of that growth, they’re hiring a Technical Support Lead to take responsibility for a small team across Client Support and Onboarding. This is a hands-on leadership role. You’ll manage and develop the team, but remain close to the technology and clients yourself: troubleshooting issues, supporting onboarding, understanding client workflows and improving how support is delivered as the business scales. It would suit someone who enjoys solving problems and working with clients, but also wants the opportunity to lead people, improve processes and take greater ownership.
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The role
- Lead, coach and develop a small Client Support and Onboarding team
- Act as an escalation point for complex technical and client issues
- Remain hands-on with troubleshooting and issue resolution
- Support client onboarding, training and implementation
- Use SQL and JSON to investigate issues and understand client workflows
- Improve support processes and reduce recurring issues
- Develop KPIs and reporting around service performance
- Work closely with Product, Technology and other teams across the business
- Help build a scalable, high-quality support function as the Newcastle operation grows
Your background
You’ll need strong experience in technical support, client services, onboarding or a similar client-facing technology role, alongside:
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- Hands-on SQL and JSON knowledge – both are essential
- Experience supervising, mentoring or managing others
- Strong technical problem-solving skills
- Confidence dealing directly with clients
- Experience improving support or client-facing processes
- A background in fintech, financial services or another complex technology environment would be highly relevant
Newcastle – minimum 3 days per week in the office
£60,000–£70,000 + discretionary bonus
Benefits include private medical insurance, pension, 25 days’ holiday, life insurance and additional salary sacrifice schemes.
If you’re technically strong, enjoy working with clients and want the opportunity to help shape a growing Newcastle team, get in touch.
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