Customer Success Associate

Acre Software; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

Acre Software is seeking an Associate in Customer Success to join its growing Fintech team. You will support customers using Acre's platform, enhancing your skills in a dynamic tech start-up environment. The role offers unique exposure to various core functions in a fast-paced industry, enabling you to make a positive impact in the home buying process.

Benefits

Monthly team social events

25 days annual leave plus bank holidays

Opportunity to earn equity

Private healthcare

Cycle to work scheme

Breakfast and snacks provided

Qualifications

• 1-2 years experience in a Customer Support role is desirable.
• Curious nature and strong desire to achieve.
• Ability to thrive in ambiguity.

Responsibilities

• Assist brokers with support requests via phone, email, and screenshares.
• Deliver training webinars on how to use Acre.
• Provide feedback to product development for improvements.

Skills

Customer focus

Communication

Problem solving

Attention to detail

Self-motivation

Job description

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

Our platform cuts out the unnecessary admin, pain and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow, to getting your keys. We're guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers.

After a record-breaking 2023 with a 400% year-on-year increase in mortgage volume, we have continued our momentum by doubling our market share in 2024. As we go into 2025, we are continuing to onboard some huge names in the mortgage industry and are looking to expand our team.

The Role

This role is an excellent opportunity to get unique exposure to working in a technology start-up and directly contribute to its growth.

We are looking for an Associate with an interest in finance and technology that wants to help make the home buying process better.

You will join our top-performing Customer Success team to help ensure that our firms are using Acre’s platform seamlessly as we continue to grow our market share. You will work closely with other Acre teams, as well as senior leadership, and get a unique insight into other key roles within Fintech start-ups such as Product Management, Software Engineering and Testing, Business Development, Marketing, and Innovation.

Responsibilities:

The role will constantly evolve to match the needs of the business and vary from day to day. You will begin by learning everything about Acre and our technology and before you know it, customers will be looking at you with starry eyes while you work behind the scenes to continue building industry-leading, world-class technology with the wider team.

Your day to day will involve:

• Developing and maintaining a deep knowledge of our users and our product
• Assisting brokers with their day-to-day support requests while providing them with outstanding customer experience via phone, email and screenshares.
• Be an advocate for our customers, using their feedback to improve our product, in collaboration with our product development team
• Perform technical troubleshooting and problem-solving of customer queries.
• Delivering high quality webinar training s to our customers on how to use Acre
• Producing clear and simple communications around our product (e.g. release notes, knowledge base articles, training videos etc.)

About you:

• Excellent at communicating with a customer focused attitude
• Curious in nature and with a strong desire to achieve
• Highly self-motivated and able to work independently
• Have a strong attention to detail and goes above expectations
• A resourceful, quick, sharp and creative problem solver
• Passionate about people and making Acre customers happy
• Thrives with ambiguity and makes the most of opportunities
• Willing to come to our Shoreditch office at least twice a week
• Desirable: 1-2 years experience in a Customer Support role

What we offer:

• A chance to make an impact within a high growth fintech start-up
• Monthly team social events, from trips to Brighton to Picnics in the park
• One week of free accommodation for those relocating
• 25 days annual leave plus bank holidays
• Opportunity to earn equity through our EMI option scheme
• Company laptop and supporting tech
• Private healthcare and a cash plan
• Pension contribution matched by Acre up to 4%
• Cycle to work scheme
• Breakfast, snacks and drinks provided in our vibrant Shoreditch office

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.