Client Support Specialist (24x7 Shift Based)

About the role

Trust Payments, an MFSA-regulated company in Malta and an FCA-regulated company in the UK, is looking for an experienced Client Support Specialist to join its Global Client Support team in its Port City Colombo office. You will act as the voice of the company, building trusted relationships with clients while guiding them on payment solutions through phone, chat and email support. The role is hybrid and follows a 24x7 rotating rota (4-week cycle) covering weekends, nights and bank holidays, with advance notice of shifts.

Key responsibilities

• Serve as a trusted adviser, building strong client relationships through consultative, professional support
• Guide clients on payment systems and troubleshoot complex technical issues
• Support users with user management, portal access and alternative acquirer onboardings
• Handle escalations empathetically and maintain accurate records in Zendesk
• Contribute to the 24/7 support model on a rotational shift basis
• Identify opportunities for cross-selling, up-selling and client retention

Required profile

• At least 4 years of customer-facing support experience in payments or fintech
• Strong understanding of payment systems, capabilities and features
• Track record of excellent customer service and ability to explain complex technical concepts simply
• Excellent problem-solving, communication and analytical skills, able to work under pressure
• Desirable: ITIL Foundation qualification or experience, and knowledge of financial services regulations and compliance

Required skills

• Zendesk (or similar ITSM tools)
• Microsoft Office
• CRM systems such as Salesforce or DMS

What we offer

• Competitive salary paid in GBP, with no personal income tax and contributions to the Employees' Provident Fund and Employees' Trust Fund
• 8-10 week structured training on payment solutions, systems and processes
• Flexible working arrangements and work-from-home options
• Wellness initiatives, including mental health resources, and extensive leave provisions
• Pension scheme, healthcare plans and life assurance
• Maternity, paternity and adoption leave, family-oriented policies and regular corporate events