Senior Customer Care Specialist, Thredd
2+ days a week in office (Holborn, London)
Issuer processing partner
Open for applications
Issuer processing partner
201-500 employees
Open for applications
2+ days a week in office (Holborn, London)
201-500 employees
Company mission
To transform the world through true partnerships and smart payments to revolutionise the future of finance, together.
Role
Who you are
- Understanding and experience of cards and issuing is preferable
- Strong stakeholder management and experience working with high-level stakeholders such as Heads and C-Suite
- Experience working in a fast-paced environment where customer service is time critical and has a direct effect on the bottom line
- Strong experience working in a B2B and customer facing service role, ideally within payments
- The ability to manage, lead and mentor global teams effectively
- Experience with JIRA and Confluence
- Experience with SOAP, ELK, Postman is desirable
What the job involves
- We’re looking for a Senior Customer Care Specialist who will ensure Thredd’s clients benefit from the highest standard of support, backed by your expertise in our platform and services
- As a key member of our Operations team, you’ll take ownership of service delivery for specific clients while also working collaboratively to support all clients as needed
- You’ll develop a strong understanding of each client’s needs and operations, handling requests end-to-end to deliver timely and effective solutions
- You’ll advocate for clients, manage incident resolution, and proactively address potential issues to ensure smooth outcomes
- By working closely with account management and tech teams, you’ll enable seamless support that enhances client satisfaction and strengthens Thredd’s reputation for excellence
- Serving as a key contact for a number of Thredd clients, developing a detailed understanding of their businesses and needs
- Providing end-to-end ownership of client requests for successful and timely resolutions
- Analysing card and transaction data to gain client and business insights
- Adhering to defined incident management procedures and communication plans
- Escalating potential issues appropriately with thorough supporting information
- Creating learning opportunities to enhance team member performance
- Fostering cross-department collaboration and driving continuous improvement while managing challenges positively
Salary benchmarks
Our take
Embedded banking, or Banking-as-a-Service, has been a major driver of the fintech explosion. It allows challengers and smaller players to rapidly incorporate novel financial products and infrastructure without building from scratch - and major players to keep pace with increasing consumer demand for fintech services. Thredd (formerly Global Processing Services) focuses on paytech, with a tranche of services including major areas like payments, wallets, fraud prevention, and crypto management.
This diverse offering across high-growth fintech sectors has helped Thredd draw in hefty funding, and key clients across the key fintech markets of Europe, Asia-Pacific, and the Middle East, including Revolut, Curve, Cape, and Starling Bank.
This shows quite how far Thredd has managed to capture significant market penetration, which has given it the resources to continue building out key new products. With more non-fintech businesses looking to leverage the benefits of embedded banking, this could see Thredd expand into further markets such as insurance and loans. Certainly, Thredd has both the momentum and the valuation to take the plunge into other lucrative verticals.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
LATE VC
Oct 2021
$300m
LATE VC
Total funding: $451.5m
Company benefits
- 25 Days annual leave
- Option to buy 5 days annual leave
- Pension scheme
- Private Medical
- Life Insurance
- Green Car Scheme
- SmartTech
- Volunteer time
- Season Ticket Loan
- Cycle to work Scheme
- Long Service Awards
- Retail Discounts
- Tax-Free Childcare Vouchers
- Flu Vaccinations
- Flexible benefits (Better you fund, Revitalise you Fund, Money Coach, Expanded Private Medical, Critical Illness)
Company HQ
Holborn, London, UK
Leadership
Jim McCarthy
(CEO)Currently Advisory Board Member at Car IQ, MagicCube and TreviPay. Also Strategic Advisor at Kyck Global.
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