Client Solutions Specialist

The Company

Xace Group is the largest company in our portfolio, and one of the most trusted partners in the Gaming sector.

Founded in 2020 with the intent of breaking down industry specific barriers when it comes banking, we are licenced in multiple jurisdictions and boast a 50 strong team – which continues to grow year on year, processing over €2bn in payments annually.

The Role

We are seeking a detail-oriented and client-focused Client Solutions Specialist to join our team. In this role, you will serve as a vital link between our company and our clients, ensuring timely communication, resolution of queries, and seamless support operations.

Key Responsibilities

• Serve as the first point of contact for client inquiries across multiple communication channels, providing professional and timely support.
• Manage and resolve support tickets, proactively following up on open cases and escalating where appropriate.
• Issue client documentation accurately and in line with confidentiality and compliance requirements.
• Liaise with internal teams including Commercial, Compliance, and Payment Operations to coordinate client resolutions and payment-related requests.
• Maintain accurate records of client interactions, recurring issues, and resolutions within internal knowledge systems.
• Identify opportunities to improve support processes, service quality, and internal knowledge resources

The Person

• 1+ years’ experience in a customer service or client-facing role.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience using CRM or ticketing systems is required; Intercom experience is advantageous.
• Exposure to KYB/C or compliance-related processes is beneficial.
• Proactive, organised, and solution-oriented, with the ability to work collaboratively across teams.