Overview

Join our team, a rapidly scaling Irish fintech transforming how banks, credit unions, and brokers originate loans. We are seeking a Support & Finance Operations Specialist to play a pivotal role in ensuring clients receive outstanding support while also managing critical finance operations such as invoicing and billing. This role combines problem-solving, customer engagement, and operational excellence, offering the opportunity to make a direct impact as both an individual contributor and a trusted team member.

Key Responsibilities

Client Support & Service Operations

• Manage the client support process including incident classification, resolution, and escalation

• Provide clear, proactive communication to clients, ensuring service expectations are met

• Track, review, and resolve support tickets through the client portal (Hubspot) within agreed SLAs

• Liaise with technical teams to drive timely resolution of client issues

• Monitor support trends, prepare reports, and recommend process improvements

• Support governance meetings with clients through preparation of reports, updates, and insights

• Deliver customer demos of the platform and facilitate workshops and feedback sessions to strengthen client engagement

Finance Operations

• Own the end-to-end invoicing process including creation, issuance, and tracking of invoices

• Maintain accurate financial records of customer billing and payments

• Partner with internal teams to ensure billing aligns with contractual commitments

• Report on outstanding balances and escalate payment issues where required

• Provide clear internal reporting on customer performance, key service metrics, and payment status

Continuous Improvement & Communication

• Translate complex technical issues into simple, clear business language for clients and stakeholders

• Identify opportunities to streamline and improve support and finance processes

• Act as a calming and professional presence in high-pressure situations while knowing when to escalate issues appropriately

• Build strong internal and external relationships to ensure collaboration and trust

Required Skills & Experience

• Experience: Minimum 3+ years in client support, operations, or finance roles (fintech or SaaS experience preferred)

• Excel/Google Sheets: Exceptional skills, with the ability to design, automate, and analyse data for reporting and invoicing (this is a critical requirement)

• Customer Service: Proven ability to deliver high-quality client support with urgency and professionalism

• Communication: Excellent written and verbal skills; able to explain technical concepts in simple term

• Problem-Solving: Strong troubleshooting and analytical ability, with good judgement on when to escalate

• Collaboration: Ability to work independently and as part of a cross-functional team

• Tools: Hands-on experience with Jira or similar project management platforms, and exposure to debugging and logging tools (e.g. New Relic or equivalent) Education: IT, business, or finance qualification preferred

Distinct Advantages (not required)

• Experience with customer service automation and CRM management (HubSpot or similar)

• Fluency in Spanish or Italian

What We Offer

• The chance to shape both client support and finance operations in a high-growth fintech

• Exposure to cutting-edge banking technology and customer success processes

• A collaborative, ambitious, and supportive team culture

• Opportunities for professional growth across multiple disciplines (support, finance, operations)

• Competitive salary and benefits

Ideal Candidate

You thrive in fast-moving environments, balancing technical problem-solving with financial accuracy. You are highly skilled in spreadsheets, love working with data, and take pride in building trust with clients through clear communication and reliable delivery. Calm under pressure but confident enough to escalate when needed, you bring structure and clarity to complex situations. Your mix of customer service excellence and financial rigour makes you a key part of our growth journey.