Customer Support Operator

B-Social Limited is a FinTech company established in 2016 whose mission is to create a transformative banking experience that allows people to collaborate with their friends, families and communities in a natural and seamless way – making money move at the pace of life.

We are an interdisciplinary team of experienced technology, customer experience, marketing, legal and banking professionals. We are looking for highly motivated and inquisitive people who want to understand customer behaviour and develop innovative products.

As Customer Support Operator based in London, you'll be the first point of contact for any of our customers who have questions, problems, feedback and compliments! CSOs are the face of B-Social, and the main way our customers communicate with us.

We want to delight our customers in every way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like ensuring a new bank card gets to a customer who needs it urgently.

You will be managing customer queries, helping to develop content to assist customers and working with our developers to make customer support easier on a day-to-day basis. We work in cross-functional collaborative teams, so you will also need to deliver and work alongside our product teams as well as the wider organisation.

After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists!

What you will do:

  • As our first full-time CSO, help to develop content and other strategies to build our customer support function to match our world-beating ambition
  • Provide the best customer support by talking directly and honestly with our customers, including onboarding them successfully
  • Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
  • Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier
  • Identify customers who are in vulnerable situations and helping to figure out what we can do to support them
  • Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends as well as payments made on stolen cards, and scam websites
  • Understand, prioritise and escalate customers' feedback and feature requests to the product team
  • Support other members in the customer support team by being a point of contact and mentoring new joiners

You'll have an advantage if you have experience of:

  • You are interested in how technology can improve people’s lives
  • Enjoy the startup environment
  • Are customer focused
  • Have experience in Customer Operations role(s)
  • Have a high level of organisation
  • Have excellent written and verbal communication skills
  • Have a high level of empathy and the ability to connect with other people

What we offer you:

  • An environment that adopts industry-leading product development practices.
  • An ethically conscious company that is truly trying to change the industry
  • An awesome cross-functional team to be part of — we are a highly talented and poly-skilled group of people
  • Working with a fun, friendly bunch of people in a diverse environment — we go out regularly for socials - team lunches, dinners or we host events in the office
  • A bottomless cupboard of snacks
  • Macbook Pro along with all the accessories

If this sounds interesting to you, contact Emily (emily.woodhams@b-social.com) for more details.