Customer Support Coordinator (Fintech)

TL;DR

Customer Support Coordinator (Fintech): Providing first-line support for energy traders and coordinating operational processes across Product, Engineering, and Revenue teams with an accent on platform troubleshooting, knowledge management, and CRM operations. Focus on optimizing customer service metrics, improving onboarding workflows, and leveraging AI to enhance support efficiency.

Location: London (Hybrid)

Company

Europe’s largest over-the-counter trading platform for energy and environmental commodities, digitizing energy markets to replace manual processes with transparency and liquidity.

What you will do

• Act as the primary contact for users via calls, tickets, emails, and live chat.
• Collaborate with Product and Engineering teams to troubleshoot and resolve platform issues swiftly.
• Develop and maintain the Help Center by creating user-friendly guides, FAQs, and training materials.
• Manage client onboarding, user permissions, and maintain high CRM data hygiene.
• Monitor support metrics (CSAT, response times, ticket volumes) to drive product enhancements.
• Partner with Sales and Marketplace teams to ensure a seamless experience for network members.

Requirements

• 2+ years of experience in customer support, success, or operations, ideally in B2B SaaS, fintech, or energy.
• Professional business level proficiency in both English and German (written and verbal).
• Proficiency with CRM and support tools such as Zoho, Zendesk, or Intercom.
• Strong problem-solving skills and the ability to master complex software quickly.
• Must be based in London.

Culture & Benefits

• Hybrid work model with additional Workation flexibility.
• €2,000 annual L&D budget plus 5 dedicated "Level Up" growth days.
• 28 days of annual leave.
• Fully covered gym memberships and paid transportation for office days.
• AI-first environment with premium Apple/Bose hardware and dog-friendly offices.