Customer Service Specialist

Tembo; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid work model

Office in London Bridge

Job summary

Tembo is a fast-growing savings and mortgage platform in London, delivering customer-first support for ISA and savings products across chat, email and phone. This role focuses on accuracy in a regulated fintech environment and using Intercom FIN AI to scale customer outcomes.

You will work hybrid in London Bridge, contributing to a high-quality customer experience as Tembo scales and innovates in savings, transfers and account support.

Qualifications

• Experience in customer service within fintech or regulated financial services.
• Strong knowledge of ISA and/or LISA products.
• Excellent communication and attention to detail in a regulated environment.
• Comfort with multiple systems and fast-paced scaling environments.

Responsibilities

• Assist customers via chat, email and phone.
• Handle ISA/LISA queries, transfers and withdrawals.
• Collaborate with operations, product, tech and compliance to resolve issues.
• Improve customer journeys using automation and AI tools.

Skills

Fintech CS

ISA/LISA knowledge

Multi-channel support

Regulated environment

Tools

Intercom FIN AI

Job description

Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster.

Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.

Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started.

We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.

We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

What you’ll do

We’re looking for a customer-first Customer Service Specialist who’s ready to roll up their sleeves and deliver exceptional support as we scale.

You’ll support customers across chat, email and phone, helping with savings and ISA-related queries, transfers, withdrawals and account support while delivering a fast, friendly and high-quality customer experience.

You’ll confidently handle customer queries and complaints, working closely with teams across operations, product, tech and compliance to resolve issues and improve outcomes for customers.

With a strong focus on AI and automation, you’ll use the latest tools and systems (like Intercom FIN AI) to deliver efficient, seamless support while helping us scale smarter.

You’ll also champion our values, contribute ideas to improve customer journeys and processes, and play a key role in maintaining the high standards our customers expect from Tembo.

What we’re looking for

• Experience in customer service within fintech or regulated financial services
• Strong knowledge of ISA and/or LISA products, including savings journeys, transfers, and withdrawals
• Confident handling customer queries and complaints across chat, email and phone
• Excellent communication skills with a customer-first mindset
• High attention to detail and ability to work accurately in a regulated environment
• Comfortable working across multiple systems and tools in a fast-paced environment
• Strong problem-solving skills with a proactive approach to improving customer outcomes
• Collaborative team player who works well across operations, compliance and tech teams
• Passion for delivering exceptional customer experience in a fast-moving savings fintech
• Comfortable thriving in a fast-paced, scaling start-up environment

Location: Hybrid, with an office in London Bridge (1 day per week in the office)

Salary range: up to £30,000 basic salary + monthly commission upon passing probation.

Our Values:

Find a way

We innovate relentlessly to help customers get onto the property ladder.

It’s all about the people

Customers, colleagues, and partners are at the heart of everything we do.

We move quickly, listen to feedback, and evolve constantly.

For information on how we use job applicant data please refer to our privacy notice here.