Customer Support Specialist

We're

is a next-generation payments business focused on powering recurring commerce.

Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystem, providing a competitive advantage and helping them achieve their goals in the digital economy.

We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers.

We're scaling as a business, so if you thrive in an environment that's constantly evolving, where purpose-driven culture is seen as an enabler to achieve the extraordinary and where our unique differences are celebrated, we could be the place for you!

Your Mission

As a Customer Support Specialist, you will report into the Head of Account Management and play a key role in providing great insight into how Acquired works with our merchants. This role also offers an exciting pathway for career progression within the business as Acquired continues to grow.

You are responsible for providing an exceptional level of customer support, acting as a main point of contact for all inbound support tickets supporting new and existing customers and internal teams. You will work closely with our account managers and will manage a portfolio of 10 to 15 of our top customer support accounts and be responsible for a revenue and upselling target. You will be adaptable, resilient and become a champion for our customers.

Due to the nature of the role and our business, the expectation will be for this role to operate outside of normal working hours to best support our customers. You will be required to work a rotating and flexible shift pattern and will be required to cover 24 hours, 7 days a week. Further details of this working pattern will be discussed with you during the interview process. Sufficient notice would be provided with 30/90 days notice of any substantial change in working patterns. This is a hybrid role with a minimum of 3 days at our office based in London.

Key Responsibilities

• Customer Support: Serve as the main point of contact for all inbound support tickets, via phone and ticketing system from both new and existing customers and internal teams. Address queries, resolve issues and provide guidance.
• Resolution Centre: Manage email ticketing queues and ensure service SLAs continue to meet excellent customer outcomes. Proactively identify, troubleshoot, and resolve technical and operational issues, minimising impact. Confidently handle and resolve matters independently where appropriate, and escalate to the Head of Account Management when necessary.
• Account Management: Proactively manage a portfolio of circa 10-15 top Customer Support accounts, developing strong relationships to ensure long-term retention and satisfaction.
• Upselling & Cross-Selling: Identify opportunities for upselling and cross-selling additional payment solutions, own an upsell target and be accountable for growing the portfolio.
• Revenue Growth: Stay close to client revenue and transaction volumes, ensuring a deep understanding of their payment trends. Monitor revenue performance and proactively identify any reductions in volumes, understanding and addressing the reasons behind them. Develop a strong understanding of merchant growth plans and align our solutions to support their expansion. Forecast revenues and own a revenue target, ensuring proactive engagement to hit our commercial goals. Lead commercial discussions and negotiations with Customer Support clients to ensure mutually beneficial agreements.
• Stakeholder Engagement and Collaboration: Maintain strong relationships with our clients and work closely with internal teams including technical integrations, product, commercial and finance to deliver exceptional service levels. Liaise with our 3rd party providers including our banking and card-acquiring partners to resolve customer queries, promptly and efficiently.
• Product Expertise and Training: Develop a deep understanding of our product, services, and technology. Act as a customer champion and share expertise, insights, new features, updates and industry best practices to new and existing clients. Provide ad-hoc training to customers on aspects of our systems and platforms.
• Operational Excellence & Functional Delivery: Adaptable, resilient and responsive to other ad-hoc duties as they arise.

What You'll Bring

• Bachelor's degree or equivalent in Business, Finance, Economics, Technology, or a related field.
• 1-2 years' experience in an operations or customer support role, in the eCommerce Digital Payments, Fintech industry would be an advantage.
• Exceptional written, verbal, and interpersonal communication skills, with the ability to influence at all levels.
• Ability to collaborate effectively with cross-functional teams, including Technology, Product and Commercial.
• Strong project management skills with the ability to prioritise and manage multiple tasks and streams of work simultaneously.
• Proactive and self-motivated, you thrive in fast-paced environments, unflappable in the face of change.