Consumer & Client Support Executive

Thirdfort Limited; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Thirdfort Limited in Manchester is seeking a customer support professional to manage AI-assisted responses and ensure high-quality interactions via phone, chat, and email.

You will refine AI-generated replies, curate the knowledge base, and handle complex cases requiring a human touch, while helping the product team enhance automation and processes.

Qualifications

• The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential.
• As automation takes on more first-line volume, you will review and refine AI-suggested responses.
• You will curate the procedures and knowledge base that our automation draws on.
• You will step in for more complex or sensitive cases that need a human touch.
• You will help shape product improvements by feeding back to the product team.
• The client team focuses on servicing law firms and onboarding more Estate Agents and Accountants.

Responsibilities

• Review and refine AI-suggested responses and escalate complex queries.
• Collaborate with Product and Ops to improve automation training and guardrails.
• Support onboarding of law firms, estate agents and accountants.
• Provide feedback to product teams to improve the customer experience.

Skills

Excellent communication skills

Job description

We're on a mission to protect society from fraud and money laundering. We've already protected over 3 million people through life's big transactions.

Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.

Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn't exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.

Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.

Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.

The Role

The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential. As automation takes on more first-line volume, you'll spend more of your time reviewing and refining AI-suggested responses, curating the procedures and knowledge base that our automation draws on, and stepping in directly for the more complex or sensitive cases that need a human touch. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes - and our tools - change, and become an expert in both our app and the AI systems supporting it.

You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business, including Product and Ops, to help shape how automation is trained and where it needs guardrails. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.

The client team focus

The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You'll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients - and increasingly, so you can review and quality-check the automated responses handling more routine client queries. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.

Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions - using AI to scale the volume we can handle without scaling headcount at the same rate, so that more of the team's time goes into the judgement calls, relationships and edge cases that genuinely need a person. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.