Core responsibilities
- Primary point of ownership for any technical / functional queries from specific customers, once they have completed their initial technical implementation
- Initially focusing on a relatively small group of our most strategic, large international customers
- Leading, driving and owning client-specific technical investigations
- Managing and driving to conclusion connection requests for new banks
- Oversight and management of new TPP (Third Party Provider) on-boarding requests
- Close interaction with the existing Level 1 customer support team (whose focus is on the remaining customer base)
- Drive to set an efficient framework for the success for this role and its expansion to work with other customers across the organisation
- Provide trainings and coaching to Level 1 customer support team on our products
- Coordinate work of internal teams where needed to resolve issues and to deliver fixes
About you
- Wickedly smart entrepreneurial professional who loves technology and who lives to innovate and deliver disruptive technologies into the market
- Truly customer-centred thinking with a passion to deliver the best possible technical standards to customers
- Highly professional approach and great communication skills with an ability to think on your feet
- Highly collaborative people who understand and value the power of working together as a team
- Passion for understanding our market, product and technology
- Ability to find innovative and pragmatic solutions
- Confident in making decisions during investigation and delivery activities
What you will need to be successful
- 2+ years of experience in technical support, implementation or technical account management roles working within Fintech, software, banking businesses or payments industry.
- Technical
- Familiarity with REST API is a must
- Knowledge of banking security, authentication technologies and identity management solutions would be a significant plus
- Familiarity with ISO20022 would be a plus
- Industry Solutions
- Prior experience supporting implementation of payments applications or extensive knowledge of the payments marketplace is a must.
- Prior knowledge or exposure to Open Banking ecosystem would be a plus
- Knowledge of banking security, authentication technologies and identity management solutions
- Service Delivery and Support
- Truly passionate about customer delivery and support - with high levels of resilience
- Previous project management / account management experience with proven ability to prioritize and multitask in a dynamic, fast-paced environment is highly beneficial for this role
- Experience of delivering and supporting mission-critical, high availability systems and solutions
- General
- Extraordinary organisational, communication (written and verbal) and interpersonal skills
- Must have a strong work ethic and desire to succeed; tenacity, passion, persistence and integrity are all strongly desired character traits
- Excellent presentation skills
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What We Do
With the simplest and fastest way to launch Pay by Bank as a core payment method globally, Token.io’s complete A2A payment infrastructure helps payment providers grow their market share in the face of the continued shift from cards to APMs. Token.io delivers the highest performing and deepest connectivity in the industry, reaching 567 million bank accounts (80%+ per market) in 20 supported countries through a single API and interface. With fast and flexible deployment options, including the option to use Token.io's license and conversion boosting payment authentication flows, payment providers can quickly and easily launch and manage Pay By Bank capabilities. Token.io's solution is proven by a blue-chip base of partners, which collectively process payments for tens of millions of merchants worldwide, including HSBC, Mastercard, BNP Paribas, ACI Worldwide, Total Processing, Computop, Nuvei and Paysafe. As Token.io pushes the boundaries of innovation, it remains relentlessly focused on delivering infrastructure that enables payment providers to grow their business. Token.io also provides access to aggregated bank account and transaction data, enabling payment providers to enrich their services and reinvent financial experiences. Token.io is authorised as an AISP & PISP by the FCA in the UK and by BaFin in Germany. Token.io is PSD2 and SCA compliant, and PCI-DSS Level 1 and ISO27001:2013 Certified. — RECOGNISED BY — "Token.io provides an innovative solution in the Open Banking payments landscape…" — Juniper Research “Token.io's strength is payment infrastructure…” — Forrester "One of the fastest growing fintechs of 2022… " — Sifted Open Banking Platinum Innovation Award - Juniper Research 2023 and 2022 Payments Tech of the Year - Europe Fintech Awards 2023 Fintech for Good Award - Paytech Awards 2023 Qorus-Capgemini NewTech Payments Bronze Award - 2023 Payments Tech of the Year Award - Fintech Awards London 2022
