Customer Support Agent

Modulr; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job description

Customer Support Agent

Edinburgh

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands‑on experience?
• Do you want to have the opportunity to part of a collaborate team and be a trusted advisor and expert on finance and payments?

If so, we would love to connect and collaborate!

We want to hire ambitious, and value‑adding talent into Modulr, one of the fastest growing payments businesses in the UK and Europe.

About Us

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay‑in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.

We have created an industry‑leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems for hundreds of clients in a range of industries, including Travel, Lending, Wage Advance, and Investment & Wealth.

We are deeply integrated into the payment eco‑system. In the UK, we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.

Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Highland Europe.

Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai.

Modulr Values

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

The Team

The wider business teams are based in Edinburgh, London, Amsterdam and Mumbai. Modulr has an office‑first policy as face‑to‑face and ad hoc collaboration will maximise our ability to meet our ambitious growth and profitability goals. In practise we expect our colleagues to be in‑office at least 4 days per week.

The Role

Key responsibilities

As a Customer Support Agent at Modulr you will consistently deliver a world‑class experience to our customers and partners. Daily you will be responsible for monitoring and responding to enquiries via web, email, phone and other channels. This will involve investigating and diagnosing issues using company and online resources to solve any problems and maintaining communication and issue logs in compliance with policies and legislation.

Over time you’ll be a trusted advisor and expert on finance and payments. We’re growing quickly and always innovating, so there will be opportunities to identify and improve processes, provide feedback to the product teams and test new features.

About You

The successful Customer Support Agent will have a track‑record in delivering results in a fast‑moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

• You will be a part of a team that is always striving to improve the quality of service we provide to customers.
• We are motivated to go the extra mile and see complex issues through to resolution; we will expect the same from new joiners.
• It is important for you to demonstrate an understanding and supportive approach to your customers.
• You have an interest in finance or technology and are keen to develop a career in these sectors.
• You take pride in the level of service you provide and take ownership of the customer experience.
• You have an inquisitive mind and proactive approach to problem solving and issue resolution.
• We have a fast‑paced, constantly changing environment. You and your team are expected to be self‑leading and at times work independently.
• The culture is one of sharing knowledge and ideas about how we can improve, your contribution will be valued.
• You will have the flexibility to work between the hours of 8am and 6pm Monday‑Friday (35‑hour week), and also the capability to provide 24/7 out‑of‑hours support on a rota basis (1 week in 4).

Skills and experience we’re interested in

• Experience supporting customers via phone and email.
• Experience providing 1st line technical support or troubleshooting a technology product is beneficial but not required.
• Confidence when communicating with customers combined with the ability to effectively tailor your communication style to differing audiences.
• A high level of attention to detail.
• An academic background in finance, technology or business would be beneficial but is not essential.

What can Modulr offer you

You will be part of a cross‑disciplinary team(s), with co‑workers located in Edinburgh, London, Amsterdam, and India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.

• Share Option Incentive Scheme.
• The more successful we are together, the greater the reward.
• Flexible benefits – £1,000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including private medical insurance, gym membership, health checks etc.
• Perkbox – enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off – choose which days you take off to relax and or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2‑day onboarding programme, called ModStart, to be equipped with the Modulr know‑how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands‑on – join your colleagues for our company‑wide events throughout the year.
• Great workspace – Modulr thrives on innovation which is best done through in‑person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state‑of‑the‑art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.
• Bike to work / E‑bike scheme.

ModInclusion

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it's also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.

By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing peopleops@modulrfinance – but please note that this means we will no longer consider you for the role you have applied for.