Our mission at Fidel API is to unlock the full potential of payment cards. We offer a suite of financial infrastructure APIs that enable developers to build programmable experiences connected to purchases made in real-time using a card. Our tools are transforming how merchants and users interact by powering real-time, event-driven engagements, best-in-class loyalty and rewards programs and revolutionizing processes from reimbursements to expense management.
Our APIs are used by start-ups through global enterprises including Google, British Airways, TopCashback, Perkbox, Royal Bank of Canada, and Blackhawk Networks, and are supported by the world's largest card networks, including Visa, Mastercard and American Express.
Launched in 2018, Fidel is headquartered in London, with offices in Lisbon, New York, and remote employees globally. Fidel is backed by investors including Nyca Partners, QED Investors, Citi Ventures, RBC Capital and Commerce Ventures.
We're in an incredibly exciting period of growth as we continue to scale internationally and are looking for an experienced Product Specialist who wants to be part of this journey.
As a vital team member of the Customer team, you'll be joining a critical business function, implementing our API with our Customers! You'll become an expert in Fidel's internal processes stretching from Development to Sales & Marketing. You will join a global team of ambitious, customer-driven contributors who are focused on making our customers widely successful. You will be engaging technical stakeholders and ensure they are building best in class products using the Fidel API. Understanding and documenting clients needs & wants in order to achieve a smooth onboarding journey and ensure the technical teams of our customers hit the ground running. Championing issues & queries from new & existing clients, you'll grasp the opportunity to make a huge impact and improvement across Fidel, from product & client experience, to operations to marketing.
What You'll Do...

• Communication: Spend time interacting with clients through Fidel's communication channels. You will proactively work with customers at all points of the lifecycle to help train and solutionize to get the best out of Fidel's product suite.
• Product: Optimize our internal and external documentation and processes surrounding a host of products to make our API the best at Self Service! Identify opportunities for improvement of our product and help our development team scope the successful features and releases
• Growth: Work closely with Sales and Development teams to improve our product offerings and messaging around new products and features.
• Efficiency: Spend time analyzing our processes and instigating changes to help scale operations.
• Solutionizing: Listen and adapt to customer feedback throughout the Customer Journey to help customers operationalize card-linked applications using the Fidel API.
• Learning: Learn how a FinTech operates from the ground up and make a real impact on the future of the organization

We Want You, If You...
Skills we're hoping to see highlighted in your CV and application:

• Issue Resolution: Enjoys talking about technical concepts, has great analytical skills and is comfortable explaining how Fidel works to a range of audiences. Can empathize with users and quickly grasp the issues they're facing. Enjoys the puzzle of solving open-ended problems.
• Product Expertise: A desire to know the fine detail of a product and ensure value is driven through quality. No detail is too fine for you. You will always be seeking to achieve holistic and deep knowledge of Fidel's full product suite. You will be a dominant force in the feedback loop from Customer to Product and vice versa
• Communication: This is a client facing role so its important that you enjoy writing and doing so quickly and clearly (you need to be fluent and highly proficient in English) and able to manage communication through various channels:
  • stakeholder management of all levels of a company
  • Commercial and Technical communication skill set
  • Ability to assist in translating technical requirements into qualitative solutions - ability to present solutions back to the client's use case.

• Team Orientated: Loves working with different teams to solve and contribute to varying projects. A self-starter that can get stuck in!
• Technical aptitude: Desires to constantly learn about a changing technical product, even when it's a little out of your depth. Is happy to take on new projects, which can sometimes involve quickly researching to become a subject matter expert while seeing things through to completion. - desire to drive in process improvement and optimization (both internal and external)
• Analytical: Has an analytical and process-oriented mindset (identify trends, problems and suggest solutions). Also proficient in MS Excel! SQL knowledge is considered to be an added advantage.
• Growth mindset: Is enthusiastic with desire for continuous learning and improvement.

INTERVIEW PROCESS (Approximately 4 weeks):
1. Initial screen to see if we are the right fit for you and vice-versa
2. Interview with team lead
3. Practical scenario based presentation with Onboarding team
4. Interview with CRO
OUR VALUES
At Fidel API, we live by our values and what we stand for, and that feeds into every decision we make. Fidel comes from the Latin word 'Fidelis' which means reliability, trust, truth and dependability. We honor those values - and our commitment to them - by naming ourselves after the ancient root word itself.
Across our company, we speak 27 languages and represent 25+ different nationalities. It's our diversity of background, thinking, talents and skills that allows us to build truly global products for the developers who are driving payments innovation forward.
BENEFITS
We're committed to making Fidel a fantastic place to work and we go to great lengths to give you what you need to succeed. You'll receive:

• Macbook that you can take home
• Flexible working - opportunity to work from home when you need to
• WFH office budget
• Health Insurance (Medical, Dental, Vision)
• 401k with company match
• Access to training and education platforms (Udemy, Blinkist, and Headspace)
• Unlimited holidays (you manage your time)
• Annual company off-site (Europe)

At Fidel, we don't just accept difference - we celebrate it, we support it, and we thrive on it. We're proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of educational attainment, race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status - simply, we consider all qualified applicants, consistent with any legal requirements. If you have a disability or special need that requires accommodation, please let us know.
To learn more about us and what life is like at Fidel, visit our blog or follow us on Twitter (@fidelhq) or Instagram (@fidelhq).
If you think you'd be a great fit, apply today!
To all recruitment agencies: Fidel does not accept agency resumes. Please do not forward resumes to our jobs alias, Fidel employees or any other company location. Fidel is not responsible for any fees related to unsolicited resumes.