Itentio IT Recruitment
We are partnered with a rapidly growing UK-based fintech company building next-generation digital solutions for trade and supply chain finance. Their mission is to close the global trade finance gap by enabling mid-market businesses in emerging markets to access transparent, secure, and efficient cross-border funding. They are now seeking a Customer Support Manager to strengthen their customer success team.
Whom are we looking for – Customer Support Manager
Location: Kraków / Remote (Poland-based)
About the Company and the Position
Our client is a UK-based fintech innovating in digital trade and supply chain finance. Their platforms help mid-sized companies access global funding opportunities while ensuring compliance, transparency, and operational resilience. With strong momentum across Europe, MENA, and emerging markets, the company continues to expand its engineering and support teams to meet growing international demand.
We are looking for a Customer Success Manager to help us define and build a world-class Customer Success team. There are many things we will be doing for the first time so we will be learning and building our processes together. We are looking for a proactive and customer-focused individual to support daily operations, manage client interactions, and drive operational excellence. In this role, you will handle customer support tickets, troubleshoot issues, and enhance the client experience by identifying and addressing common challenges. As you grow, you’ll take ownership of key processes, contribute to automation improvements, and play a vital role in onboarding and supporting our clients in a fast-paced, high-growth environment. Our values are Seeking Truth, Ownership, Pushing Boundaries, and Care, so we are looking for people who embody those values.
We are seeking a qualified individual to provide care for our client in Qatar. The position involves Sunday shifts (preferred) or as on-call responsibilities. All working hours will be scheduled in accordance with Qatar time, based on mutual agreement.
Why is it worth joining this company?
- Work on real production systems powering high-value financial operations.
- Direct collaboration with senior engineers in an environment that values curiosity, ownership, and autonomy.
- Exposure to modern observability, cloud practices, and incident management workflows.
- Competitive salary with long-term development opportunities.
Customer Support Manager – Key Responsibilities
Operations
- Participate in daily operational processes to support our corporate and funding clients, including monitoring outstanding actions and proactively following up with clients
- Grow to own daily operational processes and be the escalation point for other team members
Day-to-day tasks
- Manage support tickets and issue resolution as per SLAs
- Gain an understanding of what customers are trying to achieve and proactively solve customer issues
- Talk clients through a series of actions, either via Zoom, phone, email, or chat, until they’ve solved an issue
- Identify the root cause of an issue to proactively address it and escalate unresolved issues to appropriate internal teams (i.e., tier 2 technical support)
- Troubleshot daily incidents and articulated bug reports with clear reproduction steps that allow tier 2 technical support to investigate
Client experience
- Report on repetitive customer queries and issues to make sure they are visible, understood and acted on
- Develop and update training manuals and troubleshooting/operating procedures to help both our team and end users interact with the product.
- Constantly enquire about possible improvements, new client needs or wants to identify upsell opportunities and prime the client for the up-sell process
Client onboarding
- In the first phase, participate in preparation for demos and training sessions. Learn on the job while participating in the training and demos
- Grow to take over client accounts in terms of participation in the initial onboarding and support as a designated Customer Success Manager
- Over time, conduct in-depth training for new clients and help them optimise their use of our solutions in order to digitise and automate their entire SCF business
Operational excellence
- Proactively seek automations to improve processes, like building canned responses for repetitive customer queries, trigger-based follow-ups, searching for quick wins using external tools, etc.
Customer Support Manager – Main requirements
- 3+ years in a Customer Support/Success role.
- Excellent interpersonal and customer service skills: ability to explain technical issues to technical and non-technical employees and customers.
- A growth mindset in both personal and professional life – always striving for better.
- An ownership attitude that translates into accountability, reliability and passion for every task, meeting and interaction – good or bad.
- A team player who can adapt quickly.
- A risk taker who wants to build real value in the long term, even at the expense of short-term gains.
- A strong work ethic: you’re not afraid to roll up your sleeves and put in the effort to drive results.
- A growth-oriented attitude, excited to contribute to the company’s success while developing your career.
Nice-to-Have:
- Experience in financial services or FinTech (preffered).
Customer Support Manager – What is in it for you?
- Competitive salary: Up to 3000-3500 EUR/month on B2B contract.
- 30 days of paid vacations per year.
- Unlimited paid sick leave (used responsibly).
- Flexible working hours.
- 100% remote setup.
- Budget for courses, conferences, and self-development.
- Opportunity to receive work devices if needed.
The Next Step for you:
Is it a new challenge for you? If you want to become a valuable part of this project, please apply via the contact form below.
Itentio IT Recruitment privacy and equal opportunity statements:
By submitting the recruitment application, you consent to the processing of your personal data contained therein. The controller of your personal data is Vladyslav Muzhylivskyi operating under the business name Vladyslav Muzhylivskyi Itentio with its registered office in Kraków (Tax ID: 6751522794). Personal data will be processed in order to carry out the recruitment process for the position specified in the job offer, including for the purpose of assessing the qualifications for work in this position. You can withdraw your consent at any time, which, however, does not affect the legality of the processing that was carried out on its basis before its withdrawal. You have the right to request access to your data, to rectify it, delete it or limit its processing, as well as the right to transfer your personal data, the right to object to data processing and the right to lodge a complaint with the supervisory authority for the protection of personal data. Additional information on the processing of personal data is in our Privacy Policy available at https://itentio.com/privacy-policy/.
Please note that all applications are treated with strict confidence. Itentio IT Recruitment will never share your data outside our organization without your written consent. Itentio is an equal-opportunity recruitment company and values diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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