Client Services Manager (12-month FTC)

Edinburgh

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will work to retain and develop strong and long-lasting relationships with our clients and partners?

If so, we would love to connect and collaborate!

We want to hire ambitious, and value-adding talent into Modulr, one of the fastest growing payments businesses in the UK and Europe.

About Us:

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.  

We have created an industry-leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems for hundreds of clients in a range of industries, including Travel, Lending, Wage Advance, and Investment & Wealth.  

We are deeply integrated into the payment eco-system. In the UK, we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.  

Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.  

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Highland Europe.  

Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai. 

Modulr Values:

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

About the Role and Team:

The Service team’s mission is to provide our customers with an exceptional level of service that helps retain and grow their relationships.  The Client Service Management team is the voice of our customers, ensuring that our services are delivered to the highest standards by working closely with the product team, and other internal stakeholders, to evolve our offering to meet the dynamic needs of the market. They manage complex customer issues, ensuring complaints are identified, owned, and resolved promptly with a focus on maintaining exceptional customer relationships. To achieve this, our Service Managers develop deep expertise in several areas including:

• Modulr’s platform, products and services.
• The broader payments ecosystem and compliance requirements.
• The various teams within Modulr and how to work with them to achieve outcomes.
• Our clients' vertical markets, business models and specific requirements

Each Client Services Manager has a portfolio of customer accounts they are primarily responsible for, but they will also work as a team to deliver a consistent level of service excellence across all customers. This includes customers who have not been allocated a specific Service Manager.

Key Responsibilities:

• Reporting to the Head of Customer Service, you will manage complex inbound client queries from start to finish, ensuring the highest level of customer satisfaction.
• Take ownership of customer complaints, from identification through to resolution, ensuring all issues are logged, tracked, and resolved in line with company policy and regulatory standards.
• Work closely with the onboarding and support team to ensure a seamless customer experience during the initial setup and ongoing use of our services.
• Identify trends and opportunities to drive improvements to the Modulr offering by working collaboratively with the product team and other internal stakeholders.
• Implement continuous improvement processes for service delivery, complaint management, and customer communications.
• Provide reports on service performance, customer feedback, and complaint resolution.
• Develop and maintain a comprehensive understanding of Modulr’s products, services, and technology to provide proactive ‘best practice’ guidance and solutions to our customers.
• Foster a culture of excellence within the service team, encouraging proactive identification and resolution of potential customer issues.

Develop client relationships that promote retention and loyalty, improving customer lifetime value​ and retention to help our customers grow and achieve their goals while simultaneously strengthening their relationship with Modulr.

About You:

The successful candidate will have a track record in delivering results in a fast-moving, customer-centric business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

• We are looking for individuals with relevant experience in Technology / SaaS firms or Financial Services.
• Passionate about the customer journey, highly motivated, intellectually curious, analytical, and technically savvy.
• Prior experience in a Customer Success or Support role.
• Knowledge of payment schemes specific to the UK and EU and cards.
• Strong interpersonal skills and the ability to read a situation, listen, frame a conversation, and deliver presentations and insights to your clients.​
• You have unassailable integrity, work ethic, humility and team spirit and have the ambition and desire to work in a high-growth tech company.​

What can Modulr offer you:

You will be part of a cross disciplinary team(s), with co-workers located in Edinburgh, London, Amsterdam, and India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.

• Share Options Incentive Scheme.
• Company Bonus - the more successful we are together, the greater the reward.
• Flexible benefits - £1,000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc.
• Perkbox - enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on - join your colleagues for our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.
• Bike to work / E-bike scheme.

ModInclusion:

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.