Customer Service Specialist (9 Month FTC)

Tembo; Greater London; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Tembo is seeking a proactive Customer Service Specialist to support customers across chat, email and phone, focusing on savings and ISA-related queries, transfers and account support. You will work with operations, product, tech and compliance to resolve issues and enhance outcomes.

In a fast-moving scaling fintech environment, you will use AI tools (Intercom AI) to deliver efficient support while maintaining high standards and a customer-first mindset.

Qualifications

• 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.

Responsibilities

• Provide customer support across chat, email, and phone for savings and ISA-related queries.
• Assist with transfers, withdrawals and account support while ensuring high-quality service.
• Collaborate with operations, product, tech and compliance teams to resolve issues and improve customer outcomes.
• Utilize AI and automation tools to deliver efficient, scalable support.
• Contribute ideas to improve customer journeys and processes.

Skills

Customer service

Fintech knowledge

ISA/LISA product knowledge

Clear communication

Multi-system proficiency

Problem solving

Tools

Intercom 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 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 £28,500 (plus monthly commission upon passing probation)

Contract: This is a 9 month FTC (potential to extend beyond)

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.