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Customer Support Executive
Title: Customer Support Executive
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £24,000.00 - £30,000.00
Salary per: annum
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There’s a big shift in the way people work towards self-employment and entrepreneurship in the UK and around the world. Coconut is building the Platform to help personal business owners manage their money and improve their financial well-being.

We launched our first product in January 2018 - a current account that manages tax and expenses for freelancers and self-employed people. We’re at an exciting point in our journey: opened our first 4,000 accounts and have 10,000 signed up to our waiting list. Our mission is to be the trusted business partner for 1m personal businesses by 2023 in the UK alone.

In order to achieve this we need more incredible people in our team to take care of our growing community. We are now looking for a highly driven Customer Support Exec to provide exceptional service for our customers and help us ensure the product maintains high quality.

About you

You are someone who loves to solve problems and make people happy. You're calm under pressure with a sense of urgency to get things done. You find equal enjoyment in tried and tested processes, as well as finding new and creative ways to tackle challenges. Customer support roles come naturally to you because you're highly empathetic.

You want to be part of something people care about and work to solve issues and problems our customers may face. You'll always strive to make sure Coconut reaches its full potential - and if you think there are ways we can improve, you'll share the idea with us. As an early joiner, you’ll be looking to become a pivotal member of the team and pick up more responsibility as it grows around you.


Here’s what we’re looking for:

You have experience delivering exceptional customer support You’ve got a needle-focussed eye for detail and a drive to reach your goals, whatever they are You are comfortable getting your hands dirty and talking directly to customers You are super organised and self-motivated, able to prioritise and full of initiative You're passionate about startups and have a keen interest in FinTech Experience working in a regulated industry is a plus We’re a startup, so you can expect to have plenty of opportunities to develop within the team. With that, your primary responsibilities will include:

Delivering rapid responses to customer chat and email queries/issues Assisting in customer on-boarding with care and diligence Reporting fraud and suspicious activity Reporting on Customer Operations metrics Finding ways to constantly improve your processes

Our Customer Operations team is young but preparing for scale. Fast. So you’ll be expected to jump on a steep learning curve, combining your Customer Support skills with financial regulation compliance. You’ll be trained in the detection and prevention of fraud and money-laundering and act as the gatekeeper for a Coconut account.

You’ll be helping customers by solving problems of varying complexity so it’s a good job you have an inquisitive nature.

Shift patterns for this position will be Monday to Friday:

9am-6pm Primary shift pattern 7am-4pm Shifts will be less frequent, but occasionally required Benefits

Here’s what you’ll get working with us:

Be a member of a small growing team that is building something exceptional Competitive salary + options available Company pension with matched contributions 25 days holiday (plus bank holidays) Office space very close to Old St station Environment that values creativity, personal growth and collaboration, with regular team building such as Friday drinks Continuous learning and development: you will be challenged with lots of responsibility and exciting projects If Coconut sounds like a place you'd like to work at, we'd love to hear from you.
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