Customer Support Executive - FT Specialist

About Us
The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our Commitment to Diversity, Equity, and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The Role

FT Specialist is a division of the FT Group, providing niche audience groups with must-have information that helps them make better decisions and operate more effectively.

We are seeking a dedicated Customer Support Executive to join the FT Specialist division, supporting our B2C and B2B subscription products. This exciting opportunity is based in London and offers the chance to play a pivotal role in ensuring exceptional customer experiences.

Key Responsibilities:

• Manage a third-party supplier to ensure the provision of Investors’ Chronicle customer care meets KPIs and agreed service levels.
• Resolve escalated customer queries in collaboration with internal customer care and technology teams.
• Lead customer success initiatives for Sustainable Views, a B2B subscription product.
• Develop, monitor, and enhance automated processes across the customer lifecycle—from pre-sales trials, account activation, and onboarding to user engagement.
• Support the sales team by onboarding and training subscribers.
• Report on key performance indicators (KPIs) throughout the customer lifecycle, identifying high-risk accounts and revenue expansion opportunities.
• Proactively manage at-risk accounts to support subscription renewals.

Required Skills and Experience:

• A dedicated, customer-focused attitude.
• Prior experience in customer-facing roles (e.g., customer success, account management, or sales) with a demonstrated customer-centric approach.
• Strong flexibility, initiative, and self-motivation.
• Proven ability to report against agreed KPIs and interpret and analyse data.
• Excellent time management and prioritisation skills.
• Strong communication skills with effective questioning techniques and an enquiring mindset.
• Proven ability to build relationships with customers and stakeholders.

What’s in it for You?
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships, and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.

Accessibility
We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

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