Client Support Specialist (24X7 Shift based)
- Hiring from
- Sri Lanka
- Work type
- Hybrid
- Posted
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Company Description:
Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.
We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.
Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.
We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.
Find out more at www.trustpayments.com.
Trust Payments has an exciting opportunity for a Client Support Specialist to join their team.
Location: Hybrid - Port City, Colombo
Salary: Competitive + Benefits
8–10-week structured training programme covering our payment solutions, systems, and processes to ensure you're fully equipped for success.
Day Shift: 13:30-22:30 IST (office attendance required)
24×7 Rotating Rota (4-week cycle):
- Includes weekends, nights, and bank holidays
- Shift times (IST): 11:30-21:00 / 19:30-04:30 / 04:30-11:30 (Aligned with UK hours)
- You'll receive advance notice of your rota to help you plan accordingly. We recognize the commitment required for shift work and provide appropriate support and compensation for unsociable hours.
How will you make an impact in this role?
The Role:
We're seeking an experienced Client Support Specialist to join our Global Client Support team. As the voice of Trust Payments, you'll build trusted relationships with clients whilst providing expert guidance on our payment solutions through phone, chat, and email support. You'll resolve complex queries, support business-critical transactions, and identify opportunities for account growth whilst delivering excellence in our 24/7 support environment.
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
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
- ITIL Foundation qualification or experience in ITIL environments
- Knowledge of financial services regulations and compliance
Choosing to work with Trust Payments in our Sri Lanka office can come with a host of unique benefits thanks to our partnership with Port City Colombo. These include:
Core Points:
- 0% Personal Income Tax: Employees can enjoy the benefit of no personal income tax, in turn maximising the employee's take-home pay.
- Remuneration in Great Britain Pounds: Additionally, employees will receive competitive salaries (GBP).
- Provident and Trust Fund Contributions: Port City contributes to the Employees’ Provident Fund and Employees’ Trust Fund.
- Work from home: Employees can enjoy the flexible working
We offer comprehensive benefits to support our team members and their families' well-being.
Our robust benefits package includes (subject to local office benefits policy):
- Be part of a dynamic, market-leading Fintech experiencing rapid growth
- Flexible work arrangements tailored to role requirements and business needs
- Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders
- Extensive leave provisions, encompassing annual, volunteering, and birthday allowances
- Progressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leave
- Robust compensation package, including pension scheme, healthcare plans, and life assurance
- Regular corporate events fostering team cohesion and company culture
- Diverse company culture and global working environment
- Continuous professional development and career advancement opportunities
Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Get a glimpse into the exciting world of Trust Payments through:
Next Steps:
Ready to revolutionize fintech? If you're excited about this opportunity, we'd love to hear from you!
Our Talent Acquisition Team will review your application promptly. We'll contact successful candidates via email and phone to discuss the next steps, including our inclusive interview process.
Additional Information:
Trust Payments is an Equal Opportunities Employer
We are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential. We celebrate the differences that exist within our teams. We encourage our people to bring their own opinions and thoughts to work, to be authentic and help us to innovate. We do this by embracing people as individuals, and appreciating that what works for one person, doesn’t work for everyone. We are committed to equal employment opportunity for all, regardless of race, heritage, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.
If you require reasonable adjustments to be made to enable you to apply for a role with us or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.
Automated Assessment Notice
Trust Payments may use automated tools during our recruitment process, including skills assessments and application screening questions. All decisions involve human oversight and comply with data protection legislation. Candidates can request human review of any automated screening decisions.
To submit your CV for this opportunity, please complete the application form and click 'Apply' now.