Customer Experience Associate (FinTech Startup)

Acre Software; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A growing fintech company in London is seeking an Associate for their Customer Success team. This role involves assisting brokers, delivering training, and advocating for customers. Ideal candidates possess strong communication and problem-solving skills, with a passion for customer satisfaction. The position offers opportunities for personal impact within a high-growth environment, alongside various employee benefits.

Benefits

Monthly team social events

25 days annual leave plus bank holidays

Private healthcare

Pension contribution matched up to 4%

Cycle to work scheme

Qualifications

• 1-2 years experience in a Customer Support role is desirable.
• Availability to work on occasional Saturdays.

Responsibilities

• Assist brokers with day-to-day support requests.
• Deliver high-quality webinar training to customers.
• Produce clear communications around our product.

Skills

Customer communication skills

Problem-solving

Attention to detail

Self-motivation

Curiosity and desire to achieve

Job description

Acre is rebuilding the UK’s £1.4 trillion mortgage market with a new, end-to-end management system for mortgages.

Our platform simplifies the home buying process by eliminating unnecessary admin and friction. We cover the entire journey, from assessing borrowing capacity to handing over the keys, guided by home buyers' feedback and close relationships with brokers, lenders, and insurers.

Mortgage submissions through our platform have increased by 200% over the past year, demonstrating our role in helping mortgage businesses scale efficiently. As we grow, we seek ambitious individuals to join us in transforming the industry and shaping the future of home buying.

The Role

This position offers a unique opportunity to gain experience in a technology start-up and contribute directly to its growth.

We are looking for an Associate interested in finance and technology who wants to improve the home buying experience.

You will join our high-performing Customer Success team, ensuring our clients use Acre’s platform seamlessly as we expand our market share. You will collaborate with various teams and gain insights into roles such as Product Management, Software Engineering, Business Development, Marketing, and Innovation.

Responsibilities:

The role is dynamic and will evolve with the business needs. Initially, you'll learn about Acre and our technology, and soon, you'll be supporting customers and helping develop industry-leading technology alongside our team.

Your day-to-day will include:

• Developing a deep understanding of our users and products
• Assisting brokers with support requests via phone, email, and screenshares, delivering excellent customer service
• Advocating for customers by using feedback to improve our product in collaboration with the development team
• Troubleshooting and resolving customer issues
• Delivering webinar training sessions on how to use Acre
• Creating clear communication materials such as release notes, knowledge base articles, and training videos

About you:

• Excellent communication skills with a customer-focused attitude
• Curious and driven to achieve
• Self-motivated and independent
• Detail-oriented with a commitment to exceeding expectations
• Resourceful, quick-thinking, and creative in problem-solving
• Passionate about customer satisfaction
• Comfortable with ambiguity and seizing opportunities
• Willing to work from our Shoreditch office at least twice a week
• Desirable: 1-2 years experience in Customer Support
• Available to work occasionally on Saturdays

What we offer:

• The chance to impact a high-growth fintech start-up
• Monthly social events, including trips and outdoor activities
• One week of free accommodation for relocating employees
• 25 days of annual leave plus bank holidays
• Opportunity for equity through our EMI scheme
• Company-provided laptop and technology
• Private healthcare and a cash plan
• Matching pension contributions up to 4%
• Cycle to work scheme
• Breakfast, snacks, and drinks in our vibrant Shoreditch office

We value diverse backgrounds and encourage applications from all communities. If you need accommodations, please let us know.