Customer Experience Manager, FTC

HEADLINE:
Title: Customer Experience Manager
Reporting to: SVP Customer Experience
Contract Type: Interim Maternity Cover (6-9 Month FTC) - Starting Early September 2025.
Hours of Work: 42.5 hours per week
Work Location: UK - Flexible

OVERVIEW:
APEXX is pioneering payment orchestration, transforming the global payments landscape with cutting-edge technology and innovation. As a leader in FinTech, we're committed to excellence, driving forward-thinking solutions that empower businesses worldwide.

Our SVP Customer Experience is seeking a talented individual to join our CX team to deliver seamless end-to-end onboarding experiences for our enterprise merchants. In this role, you'll manage complex implementation projects, serving as the key link between internal teams, partners, and customers to ensure the best possible outcome. You’ll also play a vital role in supporting our Customer Support team by handling escalations, supporting complex tickets, and actively contributing to our incident response process.

WHAT YOU’LL BE DOING:

This is a hands-on, role supporting the wider CX team with several key elements including:

• Manage end-to-end customer implementation projects from technical kick-off to live processing
• Keep internal and external stakeholders informed of project progress, issues, and risks
• Supporting the commercial teams and wider business in discussions with customers, partners and suppliers
• Support merchants with integration, testing, go-live, and ramp-up
• Deliver training sessions for APEXX merchant portal users
• Identify, escalate, and track technical and product issues
• Leverage product knowledge and payment industry expertise to assist merchants
• Maintain a deep understanding of APEXX products and end-to-end integrations
• Align with product delivery on new releases and their impact on customer experience
• Create client-facing knowledge content and maintain internal product documentation
• Support our Customer Support Team with complex tickets, escalations and incident management
  

ABOUT YOU:

• You’ve done this before : You'll have experience in implementation or similar technical roles within eCommerce payments, fintech, or broader tech environments, ideally supporting enterprise/mid-market customers
• You're technically fluent: You’re comfortable working with APIs and proficient in tools like Postman, and familiar with SQL (MySQL, Snowflake, Postgres) as well as front-end technologies like JavaScript, HTML, and CSS
• You think creatively: You have the ability to think end-to-end through complex products and identify areas of challenge
• You communicate effectively: Communication is key to the role including being able to manage internal & stakeholder communication in a detail-oriented environment
• You have passion and drive: You’re self-motivated, proactive, and thrive in dynamic, fast-paced environments with competing priorities.
• You’re in the detail: You bring strong attention to detail, even under pressure, and are experienced working with monitoring tools like Grafana to support and manage incident response. You think both tactically and strategically to add value to our customers
• You lead from the front: This is a hands-on role, and you will be expected to handle significant and complex support matters and provide direction across the business, including to senior level stakeholders
• You think customer-first: You’re process-driven but maintain a strong customer-centric mindset to ensure high-quality outcomes.
• You know our domain (desirable): You have deep understanding of payment systems, including gateways, card acquiring, 3DS, APMs, and BNPL solutions

OTHER BENEFITS:

Apart from the opportunity to work for a tech scale-up, having great responsibility and varied tasks every day, other benefits include:

• APEXX pension scheme
• Private Medical Insurance with AXA
• Life Insurance & Critical Illness Cover
• Enhanced parental leave policies
• 25 days holiday, plus an additional days holiday for your birthday, and Bank Holidays
• Work from Abroad Scheme for 2 weeks per month (max of 90 days per year)
  

ABOUT APEXX:

APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industry's most merchant-centric provider. Through our platform a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market.

The team is incredibly committed and enthusiastic about what we are building - top of the class payments solutions and a valuable business. This is infectious and creates a wonderful office atmosphere. We have a supportive, relaxed yet high-performing, and high trust culture.

To learn more about APEXX and experience the dynamics of being part of our team, feel free to check out the provided media channels below:

LinkedIn:

Instagram:

Careers Site:

Main Website:

APEXX is an equal opportunities employer committed to encouraging equality, diversity, and inclusion among our employees and eliminating discrimination.

We do not accept speculative CVs or candidate profiles from Recruitment Agencies.