Job Description
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
About our client
Headquartered in the beautiful city of Bath, our client is a fast-growing SaaS business delivering cloud-based software solutions to some of the world’s leading banks.
Backed by a $1bn global investor, our client’s technology is used daily by financial institutions across Europe, with a particularly strong and growing presence in Australia and New Zealand, which they have identified as a key strategic growth market for the business.
About the role
Our client is experiencing a period of rapid growth, with a UK team of 50+ employees working alongside an expanding team across Australia and New Zealand. Backed by substantial ongoing investment into product development, the business is innovating at pace and continually enhancing its technology platform.
We are working with our client to recruit a Customer & Application Support Specialist, who will act as a trusted first-point of contact for customers (Banks & Lenders). This role is central to the customer experience and requires someone who is customer-centric, proactive, and comfortable owning issues end-to-end.
This is not a call-centre or script-based support role. It suits someone who enjoys problem-solving, asking the right questions, and learning how complex systems work.
As a Customer & Application Support Specialist, you will:
* Own support tickets from initial contact through to resolution
* Communicate clearly and proactively with customers, including when there is no immediate update
* Investigate issues within the platform before escalating where necessary
* Work closely with internal product, engineering and service teams
* Support business-critical SaaS applications used by financial institutions
* Ensure customers feel informed, supported, and confident at all times
* You will be trusted to manage your workload, prioritise effectively, and take initiative rather than relying on constant supervision.
What We’re Really Looking For
* First Class Hons in Computer Science/Computing
* Working knowledge of SQL
* Ideally some level of experience in a Technical Support environment
* First-class communicator - this is a customer facing role
* Comfortable dealing with customers when issues are unresolved or under investigation
* Able to explain technical or complex issues to non-technical users
* Motivated to learn - not someone who expects to be spoon-fed
* You do not need to be a developer, but you should be technically curious.
* Knowledge of SQL and ticketing systems like Zendesk/Jira would be good
What’s in it for you?
This is an opportunity to take on a high-impact role supporting business-critical SaaS products used by major financial institutions, where your work genuinely matters. You’ll develop valuable technical and industry knowledge within a fast-growing FinTech business, working closely with experienced teams across support, product and engineering. xsngvjr The role offers autonomy, trust and real ownership, along with strong learning and progression opportunities as the company continues to scale, all within a supportive, collaborative environment.