Client Support Specialist

Job description – Client Support Specialist

Trust Payments is an MFSA and FCA-regulated global fintech leader, delivering cutting-edge payment and commerce solutions across high-demand sectors like travel, retail, and financial services. We are looking for a dedicated Client Support Specialist to join our team in Port City, Colombo. In this role, you will be part of a diverse, collaborative culture that values ethical business practices and social change, all while providing world-class support to our global clientele.

What We Expect of You, Day To Day:

• Serve as a trusted adviser, building strong client relationships through consultative, professional support

• Provide expert guidance on payment systems, troubleshooting complex technical issues efficiently

• Support clients with user management, portal access, and alternative acquirer onboardings

• Handle escalations with empathy, turning challenges into positive outcomes

• Maintain accurate records via Zendesk and collaborate across teams to resolve issues

• Contribute to our 24/7 support model on a rotational shift basis

• Identify opportunities for cross-selling, up-selling, and client retention

Qualifications

Essential:

Payments & Technical Expertise:

• At least 4 years’ experience in customer-facing support within payments or fintech

• Strong understanding of payment systems, capabilities, and features

• Proficient in Zendesk (or similar ITSM tools), Microsoft Office, and CRM systems (Salesforce/DMS)

Client Service Excellence:

• Track record of exceptional customer service delivery

• Ability to explain complex technical concepts in an accessible way

• Skilled at managing challenging situations with professionalism and empathy

Professional Attributes:

• Excellent problem-solving and analytical skills

• Effective communicator at all levels

• Self-motivated, organized, and able to work well under pressure

• Strong team player who works independently with integrity

Desirable:

• ITIL Foundation qualification or experience in ITIL environments

• Knowledge of financial services regulations and compliance

As an experienced specialist within our Global Client Support team, you will act as the primary voice of Trust Payments, resolving complex technical queries and supporting business-critical transactions. This shift-based role offers a unique opportunity to work in a hybrid environment with competitive compensation in GBP and 0% personal income tax benefits. If you are a proactive problem-solver ready to make a significant impact in a 24/7 high-growth fintech environment, we want to meet you.

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