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:

• 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

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

Posted date: 17 Sep 2026