Product Support Specialist

4 months ago

London, United Kingdom Fidel API Full time

Fidel API is a global financial infrastructure platform that enables developers to build programmable experiences connected with real-time payment events from a user's card. Startups through global enterprises are leveraging Fidel API's tools to power a range of solutions including digital receipts, customer attribution, loyalty and rewards, expense management and personal financial management.

Launched in 2018, Fidel API is headquartered in London, with offices in London, Lisbon, New York, and remote employees globally. Fidel API is backed by investors including Bain Capital Ventures, Nyca Partners, QED Investors, Citi Ventures, RBC Capital and Commerce Ventures.

**What you'll do**:
Processes Ownership
- Lead the merchant onboarding process using our company's tools and software
- Set up new merchants, ensuring that we have adequate tools in place to enable customer support and customers to self-serve through product advocacy
- Provide these stakeholders with the necessary training to use our tools effectively

Operational Leadership
- Act as an operational champion, managing, executing, and providing internal feedback on core product operational based tasks
- Demonstrate problem-solving skills, the ability to prioritise, and the capacity to work independently to complete large projects independently

Client Support and Education
- Assist clients in understanding the process to set up and utilise our product
- Activate clients by getting them engaged with our product, ensuring they understand its full potential, and providing ongoing support
- Create and present training materials, answer client inquiries, and provide one-on-one support to guide clients through the setup process

Product Advocacy
- Troubleshoot technical issues that arise during the customer onboarding process and work closely with the technical team to improve customer outcomes based upon this valuable feedback loop
- Work with Customer Success Managers (CSMs) to validate customer ideas that can help our business scale.
- Learn how a FinTech operates from the ground up and make a real impact on the future of the organisation

**We want you, if you have**:

- 2+ years previous experience in an operational or customer facing role is required
- This is a technical job, but we do not care whether or not you have a technical background. We're looking for someone who's not scared of using tools such as Postman or SQL interfaces and is excited to learn the technical skills necessary to pull together new operational processes and battle test them
- Growth mindset: you're looking to be dynamic and grow your role to have an outsized influence on our company
- Skilled communicator: this will have a customer facing element and involves collaboration across teams internally
- You are constantly thinking about how things could be done better, and aren't afraid to speak up when you see areas for improvement

**OUR VALUES**

At Fidel API, we live by our values and what we stand for, and that feeds into every decision we make. Fidel comes from the Latin word 'Fidelis' which means reliability, trust, truth and dependability. We honour those values — and our commitment to them — by naming ourselves after the ancient root word itself.

Across our company, we speak over 10 languages and represent over 20 different nationalities. It's our diversity of background, thinking, talents and skills that allows us to build truly global products for the developers who are driving payments innovation forward.

**BENEFITS**

We're committed to making Fidel API a fantastic place to work and we go to great lengths to give you what you need to succeed. Our benefits include:

- Unlimited holidays (you manage your time)
- Flexible work options - choose where you work (hybrid, remote or one of our pet-friendly offices)
- Home office budget
- Enhanced Parental Leave - 16 weeks at 100% pay as our global minimum standard
- Vitality Health Insurance
- Cycle to Work plan - use pre-tax money to buy and pay down a bike of your choice over time
- Pension with Smart Pension (employer contribution 5% of base salary)
- Annual Learning and Development budget
- Virtual and in-person team gatherings & activities (dependent on location)

At Fidel API, we don't just accept difference - we celebrate it, we support it, and we thrive on it. We're proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of educational attainment, race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status - simply, we consider all qualified applicants, consistent with any legal requirements. If you have a disability or special need that requires accommodation, please let us know.

**To all recruitment agencies**: Fidel API does not accept agency resumes. Please do not forward resumes to our jobs alias, Fidel API employees or any other company location. Fidel API is not responsible for any fees rela

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