About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client
Our client is a global financial technology (fintech) company with operations in London, England, United Kingdom and Wan Chai, Hong Kong. They are growing their existing offshore team to support their Customer Solutions function. Their platform enables businesses worldwide to accept payments, manage payouts, and access a broad suite of financial services. This role exists to deliver exceptional support to merchants and partners by resolving inquiries efficiently, maintaining service quality, and ensuring a seamless customer experience across multiple support channels.

The Role
As a Customer Solutions Specialist, you'll be the first point of contact for merchants and partners, providing timely support across ticket queues, phone, email, and live chat. You'll troubleshoot technical and operational issues, coordinate with internal teams, and ensure customers receive clear communication throughout the resolution process. Success in this role comes from delivering excellent customer service, meeting service level agreements, and maintaining accurate documentation while working in a fast-paced fintech environment.

What You'll Do

• Tier 1 IL Queue

  • Monitor assigned queues: Keep an eye on incoming tickets in the Tier 1 IL New and Tier 1 IL PS – New HubSpot queues throughout the shift.

  • Acknowledge and sort tickets: Acknowledge new tickets within the agreed SLA and identify the next action needed.

  • Send incident updates: Prepare and send standard updates to merchants and partners when there are known outages, scheduled maintenance, or service issues.

  • Escalate urgent issues: Work with the Monitoring Team or the assigned on-call contact when a ticket needs urgent technical review.

  • Handle Merchant Calls: Answer calls from direct merchants and advise them to contact us via email for security reasons.

• UK POS Technical Support

  • Handle merchant calls: Answer calls from client's merchants who need help with POS terminals, hardware, software, or connection issues.

  • Troubleshoot during the call: Guide the merchant through basic checks such as rebooting the terminal, checking the network connection, reviewing transaction status, or updating parameters.

  • Record clear notes: Document what happened on the call, what steps were taken, and what still needs to be checked.

  • Escalate when needed: Pass complex hardware issues or deeper software concerns to Tier 2 Technical Support with complete notes and relevant logs.

  • Keep the conversation professional: Stay calm and clear when helping merchants, especially when their issue is affecting their ability to take payments.

• UK POS Technical Support

  • Keep the queue organised: Review open partner tickets regularly and make sure priorities, statuses, and ownership are accurate.

  • Respond to partner questions: Prepare clear responses to partner questions about integrations, account setup, configuration, or general platform functions.

  • Route non-support requests: Identify requests that should be handled by another team and re-route them with the right background information.

  • Track follow-ups: Follow up on tickets that are waiting for internal or external updates so partners are not left without a response.

  • Specialized Declined in Clearing (DIC) Ticket Handling: DIC Specialists are responsible for handling Declined in Clearing (DIC) tickets by reviewing the transactions and determining whether the reported error messages should be communicated to the partner, escalated to the processor, or investigated internally by the Acquiring Team through the creation of a Jira ticket. This responsibility also includes monitoring the ticket until it is resolved.

• General Support Queue

  • Manage daily support tickets: Handle general merchant questions, including administrative, operational, and non-urgent technical requests.

  • Keep customers updated: Give clear updates on open cases and set realistic expectations until the issue is resolved or moved to the right team.

  • Use available resources: Use internal documentation and approved knowledge base articles to provide consistent answers.

  • Flag outdated content: Call out knowledge base articles or internal guides that may need to be reviewed or updated.

  • Colombia-Entity Merchants: At the moment, Salesforce tickets for Colombia-entity merchants are handled by creating corresponding tickets in HubSpot. This process also includes translating communications into Latin American Spanish to ensure clear, accurate, and professional communication with merchants.

• Tidio Live Chat Support

  • Respond to live chats: Provide quick and helpful responses to website visitors and registered users who contact support through Tidio.

  • Resolve simple questions: Answer common, low-complexity questions during the chat where possible.

  • Create tickets when needed: Create a follow-up ticket when the issue needs more time, more details, or help from another team.

  • Transfer with context: When another team needs to take over, include the full chat context so the customer does not need to repeat the issue.

  • Latin American Spanish Translation: Staff handling chat interactions are required to translate conversations into Latin American Spanish using Gemini to ensure clear, natural, and professional communication with Colombia-entity merchants.

What We're Looking For

• Previous experience in customer support, technical support, help desk, or customer success roles

• Strong troubleshooting and problem-solving skills

• Excellent written and verbal English communication skills

• Experience working with ticketing or CRM platforms such as HubSpot, Salesforce, Zendesk, or similar

• Ability to manage multiple support channels while meeting service level agreements

• Strong organizational skills and attention to detail

• Customer-focused mindset with the ability to remain calm under pressure

• Ability to collaborate effectively with cross-functional and global teams

• Strong documentation and case management skills

Nice to Have

• Experience supporting payment platforms, fintech products, or financial services

• Familiarity with POS terminals and payment processing systems

• Experience using HubSpot, Jira, or Salesforce

• Exposure to live chat support platforms such as Tidio

• Spanish language proficiency or experience supporting multilingual customers

• Experience working in a global, 24/7 customer support environment

Why This Role

Join a fast-growing global fintech company that's transforming the way businesses move money around the world. You'll work with international merchants, partners, and cross-functional teams while developing expertise in payment technology, customer operations, and technical support within a dynamic, innovation-driven environment.

This role is open to Philippine citizens currently based in the Philippines.

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