Customer Service Representative

About Our Client

Our client is a fintech-for-good company that develops innovative technologies to help individuals make positive financial decisions. Specialising in products that channel funds for charitable purposes, they facilitated over £17 million in donations.

The company has grown significantly, including a 153% increase in donations during the pandemic. As they continue to expand globally, we are committed to building innovative solutions that maximise charitable giving.

Role Objective

As a Customer Service Representative, you will be the first point of contact for all of our client's users, ensuring they receive exceptional service across multiple channels, including email, chat, and social media. You will resolve inquiries, troubleshoot issues, and help users navigate our platforms with ease. Your role will be crucial in maintaining our reputation for outstanding customer experience while supporting the company’s mission to maximise charitable giving.

Key Responsibilities

1. Customer Support & Engagement

• Respond promptly to customer inquiries via email, live chat, phone, and social media.
• Provide accurate, clear, and friendly information about our client's products and services.
• Troubleshoot issues and guide users through platform features.
• Escalate complex inquiries or technical problems to the relevant teams.
• Gather and relay customer feedback to help improve our products and services.

2. Operational Excellence

• Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.
• Identify recurring issues and collaborate with internal teams to develop solutions.
• Support process improvements that enhance efficiency and the overall customer experience.
• Ensure compliance with data security and privacy guidelines while handling user information.

3. Knowledge Sharing & Self-Service Resources

• Contribute to FAQs, knowledge bases, and automated support tools to enhance self-service options for users.

• Stay updated on product changes and company policies to provide accurate support.
• Participate in training sessions and knowledge-sharing initiatives with the broader team.

Requirements

Who You Are

• Customer-Centric: Passionate about delivering an exceptional customer experience.
• Strong Communicator: Clear and professional written and verbal communication skills.
• Problem-Solver: Quick thinker with the ability to troubleshoot and resolve issues efficiently.
• Tech-Savvy: Comfortable using digital tools, CRMs, and live chat software.
• Organised & Detail-Oriented: Able to manage multiple tasks effectively.
• Empathetic & Patient: Understands and responds to customer concerns with care and professionalism.
• Team Player: Works collaboratively within a fast-paced, mission-driven environment.

Preferred Skills & Experience

• Prior experience in customer service, customer success, or helpdesk support.
• Experience using CRM tools, live chat platforms, and ticketing systems.
• Knowledge of fintech, SaaS, or charity-focused platforms is a plus.
• Ability to work independently and proactively in a remote environment.
• Excellent Communication & Problem-Solving Skills: Strong written and verbal English communication skills, with the ability to escalate concerns effectively. At C1 level proficiency. 

We would be very excited if you have

• A passion for social impact and designing solutions with users at the heart of the process.
• Familiarity with Agile methodologies and modern product management tools.
• A strong understanding of data-driven decision-making to enhance customer journeys.

Why This Role Is Exciting

As a Customer Service Representative, you will:

• Directly contribute to meaningful charitable initiatives through your work.
• Engage with a global community of users and help them navigate our donation platforms.
• Be part of a rapidly growing fintech-for-good company, making a tangible social impact.
• Enjoy flexibility with remote working and a supportive team culture. 

Their Values 

• Meaning Matters: You will embark on the most meaningful journey of your career. It’s a place where you’ll build meaningful connections with those who share your passion for building meaningful things.
• Go Hard and Go Home: You will work the hardest you ever have for an elevated mission that you care for; enriching connections around the world. Your connections at home sit sacredly at the heart of that mission for us, so go hard and then please go home.
• Grow Faster Than the Company: We don’t just build products; we obsess on building great people, and great people build great products. You will go further here than you ever have - take the company with you.
• Mop the Floor: So whilst we champion collaborative and cross-functional teamwork, we take extreme ownership of our mission. If you see the floor needs to be mopped, it’s your responsibility.
• What boss? The real boss is our customers. We consistently work closely together, with our users as our guiding star, to build a more connected world.

Application Process

📌 Apply via Workable
📌 Screening call with the People team (Virtual, 30 min)
📌 Meet your Line Manager and Team Lead (Virtual, 1 hour)

Benefits

About the Role Offering

• This is a contractor-based Customer Service role, fully remote. 
• The role operates on rotating shift patterns covering 24 hours a day based on the UK timezone, ensuring seamless support for our customers across different time zones. Shift schedules will be communicated in advance.
• Weekend hours on that shift pattern.  No holiday during March if possible due to business needs

What You'll Get:

• 💫 Competitive contractor rate
• ⏳ Flexibility within assigned shifts