Online Member Support - Live Chat Agent

Online Member Support

Mostly remote, one day a month in Bristol and London equates to 4 days in London per year and 8 days per year at the Bristol office - travel paid for.

Up to £26k, plus benefits

Two Online Member Support jobs with a fast paced, growing entrepreneurial fintech business, requires previous experience of working with Live Chats and emails - this is must!

This is more than an ordinary customer service role, you’ll be solving problems via Live Chat and emails for an app based business. Experience of working within credit/financial services would be very useful. You’ll need to get your head round specific financial information, so the ability to learn quickly and effectively is important.

You’ll be able to work remotely for the most part, and just visit Bristol and London once a month. It’s a 37.5 hour week, covering a range of shifts between the hours of 8am to 8pm Monday to Saturday. You’ll only work 1 Saturday a month and receive a day off in lieu.

Whether you’re working on Live Chats/emails helping customers, or ensuring that the community is up to date with the latest product changes- nothing will stop you from getting the best outcome for customers. You’ll be excited by coming up with new ideas on how to improve the Member Support experience and be ready to get involved with individual and team projects.

You’ll work on first line customer support tickets via Live Chat and emails ensuring

that every interaction with members champions the brand and voice

Communications will range from replying with a single saved reply to bespoke answers based on the customer’s situation

You’ll help members with simple troubleshooting and will report all technical issues to the technical squad

Work closely with senior agents when investigating potential issues and escalations

You’ll get involved with business projects as your knowledge of the business grows.

What you’ll need:

• 2+ years of experience working with Live Chats and email responses in a Member Support role
• Experience of working with credit/personal or business finance would be desirable
• Able to understand financial complexities and quickly pick up extensive amounts of information
• Ability to handle 4 Live Chats at the same time
• Experience managing multiple communication channels (Live Chat, emails, social
• media)
• Experience working with Zendesk or a similar customer support system
• Fun, friendly, and empathetic mindset, proactive and eager to learn
• Ability to thrive in a fast-paced, ever-changing and demanding environment
• A team player!

Benefits:

Annual bonus

33 days holiday, a day off in your birthday month, extra holiday time for working during Christmas period

Enhanced parental leave package

Employee reward scheme; telephone GP, free counselling, high street discounts and more

Work from home, our Bristol office or access co-working spaces nationwide