Customer Success Agent

Zeller; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A fintech company in London is looking for a passionate Customer Support Specialist. Your main responsibilities will include providing empathetic support, handling customer inquiries, and collaborating with various teams. Ideal candidates will have 2+ years of experience in customer support, strong communication skills, and a keen attention to detail. The role offers a competitive salary and opportunities for professional growth in a supportive and dynamic environment.

Benefits

Competitive salary package

Equity from early stage

Parental leave entitlements

Endless learning opportunities

Supportive work environment

Qualifications

• 2+ years previous experience in customer support, call centre, or financial services preferred.
• Strong written and verbal communication skills; ability to explain complex matters simply.
• Knowledge of FCA-regulated environments, fraud prevention, and KYC/AML is an advantage.

Responsibilities

• Deliver responsive, accurate, and empathetic support to customers across phone, email, social and SMS channels.
• Accurately document all interactions in the support system.
• Collaborate with peers, Leads, and other teams to resolve customer cases.

Skills

Customer support experience

Strong communication skills

Problem-solving mindset

Attention to detail

Ability to work with support tools

Team player

Tools

HubSpot

AWS

Job description

Overview

We believe that businesses of all sizes deserve better financial and payment products and services. Traditionally, businesses of all sizes are let down by slow applications, protracted onboarding, opaque pricing, restrictive contracts and forced to use outdated solutions that no longer meet the innovative requirements of modern business.

We started our journey four years ago, and have since helped tens of thousands of Australian businesses reduce the complexity and time taken to take and make payments, manage complex fleets of payment hardware, store and save money and lead the conversation in business-to-business fintech. We’re now taking our next steps in expanding our industry and world leading capabilities into the United Kingdom.

Our company is backed by leading global VCs, and brings together experienced payment and tech industry professionals who are aiming to redefine business banking and the way businesses get paid by their customers.

If you are passionate, curious, hungry and seeking an opportunity to make your mark on Fintech in the United Kingdom, with the strength of a global team behind you - we’d love to talk to you. This is a unique opportunity to shape, direct and build better financial services for all UK businesses.

Responsibilities

• Deliver responsive, accurate, and empathetic support to customers across phone, email, social and SMS channels.
• Handle account, transaction, and product enquiries in line with compliance and company procedures.
• Escalate complex or sensitive cases to the Senior Support / Lead when required.
• Accurately document all interactions in the support system (tickets, tags and follow-up actions).
• Adhere to FCA, GDPR, and internal data security standards.
• Meet defined KPIs (e.g. response times, resolution times, quality benchmarks).
• Proactively identify and flag recurring issues, gaps, or customer pain points.
• Collaborate with peers, Leads, and other teams (e.g. Sales, Product, Risk) to resolve customer cases.
• Contribute to knowledge base updates and process improvements by sharing frontline insights.
• Participate in training, calibration, and QA sessions to maintain high standards of service.
• Maintain professionalism and empathy under pressure, ensuring a positive customer experience.
• Provide customer support during standard business hours as part of a collaborative 24/7 team.

Skills, Knowledge and Experience

• 2+ years previous experience in customer support, call centre, or financial services preferred.
• Strong written and verbal communication skills; ability to explain complex matters simply.
• Confident handling inbound and outbound customer contact across multiple channels.
• Ability to work with support tools / CRMs (e.g. HubSpot, AWS, or similar).
• Comfortable working with processes involving payments, accounts, and financial products.
• High attention to detail and accuracy in data entry and case handling.
• Problem-solving mindset with ability to stay calm and empathetic in challenging interactions.
• Team player who collaborates well but can also work independently.
• Knowledge of FCA-regulated environments, fraud prevention, and KYC/AML is an advantage (but not essential).

Benefits

Like the rest of the team, you’ll benefit from

- An opportunity to shape and build the future of Zeller from the ground up in the UK

- A competitive salary package, including equity from an early stage;

- A balanced, progressive, and supportive work environment;

- Endless learning and development opportunities;

- Excellent parental leave and other leave entitlements;

- Being part of a fast-growing and ambitious scale-up.

At Zeller, we celebrate diverse perspectives and experiences, and strongly encourage people of all backgrounds and identities to apply to join our team.

We want you to be able to show up at your best during the recruitment process. Please, let us know if you require any accommodations during your interview process with us.