Client Support Manager - Banking Technology - required for a growing FinTech business, offering Mostly Remote Working, paying up to £55K + Benefits

Working Pattern: Mostly remote working with occasional days in the office throughout the year, as required. Roughly once a month. 

Role Overview:

This is a great opportunity for someone who's perhaps operating within a client-facing Application Support, Service Delivery or Technical Support role and is ready to step into something with greater ownership and responsibility - this is more focused on excellent internal and external relationships, rather than you solving the problem yourself.

As Client Support Manager you will join an expanding technology business within Financial Services, where you'll become the bridge between customers and internal technical teams, taking ownership of complex support issues from initial investigation through to resolution, managing all stakeholders correctly whilst others solve any issues - this requires fantastic relationship management.

*Please note this is not a 1st, 2nd or 3rd Line support position.

Instead, you'll operate across 2nd and 3rd Line Support functions, working directly with customers in highly regulated environments, understanding the problems they're experiencing, asking the right questions and ensuring the right people internally are engaged to resolve them.
The business has built an excellent reputation with its customers and support plays a huge part in maintaining that. It's about far more than logging tickets and providing updates; it's about understanding how the platform should behave, identifying whether an issue is functional or technical and ensuring customers receive an excellent service throughout. Some of these customer could be are highly-pressured individuals, with tight deadlines, so dealing with challenging situations well is also key
You'll work closely with Product, Engineering and Infrastructure teams, coordinating investigations, managing expectations and ensuring agreed service levels are achieved.

This isn't just another Client Support role...

Whilst you'll certainly be responsible for managing incidents and coordinating technical investigations, the real value comes from your ability to think beyond the immediate problem.
Customers won't always provide all the information needed, so you'll naturally challenge where appropriate, ask the right questions and investigate before engaging the wider business.
Sometimes the answer will be straightforward. Other times you'll need to analyse data, understand expected system behaviour and work alongside technical specialists to identify the true root cause.
You'll become a trusted point of contact for customers, whilst internally ensuring the right teams remain focused on delivering the best possible outcome.
What you'll be involved in

As Client Support Manager you'll take ownership of customer incidents from initial investigation through to resolution, ensuring customers remain informed throughout - until you may add to the team; you will be the first point of contact as well as own the relationship too.
You'll manage issues through Jira, prioritising work appropriately whilst ensuring SLA commitments are consistently achieved.
Working closely with Product, Engineering and Infrastructure teams, you'll coordinate technical investigations, understand expected system behaviour and help establish whether issues are functional, technical or infrastructure related.
You'll review customer information, challenge constructively where required and ensure investigations begin with the right level of detail.
Alongside incident management, you'll analyse reports and support data, identifying trends and potential issues rather than simply passing information from one team to another.
This is a highly collaborative position where stakeholder management is absolutely key, balancing the needs of customers with internal priorities whilst always acting in the best interests of the business.

We're looking for someone with experience in:

• Client-facing Application, Technical or Service Support - however does not need to be in a technical contribution role - just a solid understanding of technology
• Managing customers within regulated environments, ideally Financial Services
• Jira or similar ticket management systems
• Stakeholder management and customer communication
• Incident management and working to SLAs
• Analytical problem solving
• Proven, strong experience in stakeholder management of both internal and external relationships

The type of person who'll thrive here and why join?

This is a business that genuinely invests in its people. They're looking for someone with ambition who's ready to step up, offering plenty of support, real progression opportunities as the team continues to grow and a collaborative environment where honest, hardworking people thrive.

If you're looking for a role where you can combine customer management, technical investigation and genuine ownership whilst developing your career within a growing technology business, please click Apply and we'll be in touch.