Relationship Manager

Given how early we are at building the team for Paycast, you will be one of the first team members as we grow to scale. You'll have a BIG impact on the future direction of the prodcut.

The opportunity

Paycast is looking for a detail-oriented, empathetic problem solver to lead all customer interactions.  The role will report to the Head of Product initially but transition to the Business Development team in six (6) months, timing dependent on our platform migration. The Relationship Manager will work closely with our finance, compliance and sales teams as well senior management, partners and business owners.

The successful candidate will work on ensuring the product delivers the highest level of service for our customers, big and small. You might be an experienced relationship manager looking for a fresh challenge working in a fast-paced fintech.

What you’ll be doing

  • Quickly develop a complete understanding of the product so as to be able to serve as a lead point of contact for all marketplace customer account management matters
  • Coordinate the successful launch of new merchants on Paycast across product, operations, legal and finance
  • Ensure all technical and business requirements are taken from customers and fed back internally 
  •  Set up tech, sales, all meetings needed with other team members and merchant/partners 
  • Oversee client accounts to provide ongoing account management and deliver high levels of customer success 
  • Ensure the highest possible level of service for these key partners and their underlying clients including;
    • Managing their onboarding and the day to day use of the platform
    • Conversing with Compliance to ensure all customer due diligence is completed
    • Working with Payments Operations team to make sure payment processing is error-free and any issues are resolved quickly
  • Liaise with internal teams such as Product to improve the entire customer experience
  • Follow communication procedures, guidelines and policies
  •  Keep records of customer interactions and escalate issues where required
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Work with Business Development Manager and Customer Director to launch scale programs with partners 

The ideal candidate:

You must be passionate about great customer and user experience. You should apply if:

  • you're great at explaining things to people and have flawless written and spoken English (any other languages are a huge bonus, make sure you let us know about them!)
  • you enjoy in investigating problems, getting to the root cause and working with others in order to fix them
  • you know your way around banking/finance apps, and technology interests you
  • you're friendly and super organised
  • you have previous experience speaking to customers
  • you have an operational mind and can offer insight into making processes more streamlined
  • you enjoy working in a fast-paced environment
  • you have high attention to detail

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age 

Additional information

  • Remote status

    Flexible remote

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!



We’re proud that we are able to offer a package of benefits that is above the UK fintech average, designed to look after our people at every stage of their journey with SPG. But don’t think we are resting on our laurels, we are constantly reviewing our offering, and listening to feedback, to make sure we are able to help and support our team…

  • Share options

    We are pleased to issue each new employee a package of share options which ensures that they really can be part of the Group's success.

  • Private medical insurance

    We offer cover for our employees with no financial excess, and coverage of pre-existing conditions, from what we believe is the industry leader in physical AND mental health cover.

  • Life assurance

    Our employees can rest assured that their loved ones will be supported should the worst happen.

  • Pension

    We have a matched workplace pension scheme via Nest

  • Interest-free season ticket loan

    It may not have had a big take-up in 2020 – but it’s there if our people need it.

  • Unlimited annual leave

    We did away with the old-school cap on annual leave allowances to ensure our employees are able to step away from the office and keep a healthy work/life balance. (and we underpinned this with a minimum amount to make sure that it is taken!)

  • Mental well-being days

    Our employees can take a day a month away from work without booking or need to seek approval – for those days when your head is just not in the right space.

  • Enhanced allowances

    From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile and offer well above the average for our employees.

  • Mental well-being support

    We have a calendar of events throughout the year for our employees – as well as the offer of membership to download the Calm app for each employee.

  • Flexible working

    We were always flexible in our approach even before the pandemic – and we are pleased to treat our employees like real adults and judge them on the work they do – and not the hours that they have sat at their desk.

Workplace & culture

Our team is filled with ambitious, curious and entrepreneurial people. We hire and nurture inquisitive, creative minds looking to flourish in a supportive and collaborative environment, recognised by being placed within the top 50 startups to work for in 2021 by Tempo. 

We don’t like old fashioned corporate hierarchy. Instead we like to empower our people to make a change and be autonomous in their role with all the support you need with the other teams around you.

Already working at SPG?

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