Customer Support Representative

Stream; Greater London; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Annual leave 25 days

Private healthcare

Pension scheme

Season ticket loan

Salary sacrifice to pension

ThanksBen benefits

Job summary

Stream is looking for a Customer Support Representative in London to deliver exceptional service to our users. You will learn our product and assist customers with inquiries, aiming for quick, accurate resolutions and a positive experience.

The role requires enthusiasm to learn, a proactive attitude, and, ideally, experience in a financially regulated environment. The office operates with shift patterns, including evenings and weekends, and offers strong benefits and growth opportunities.

Qualifications

• Experience in customer service is preferred.
• Demonstrate enthusiasm to learn and deliver an optimal product experience.
• Interest in technology and proactive attitude are essential.

Responsibilities

• Communicate effectively with a variety of customers.
• Maintain a positive and empathetic attitude toward customers.
• Know the product to answer inquiries accurately.
• Demonstrate problem-solving and initiative.
• Handle technical escalations and collaborate with engineering to resolve issues.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Job description

Our Mission

Stream is on a mission to bring better financial wellbeing to frontline workers.

At Stream, we're on a mission to bring financial freedom to frontline workers empowering them with fairer, more flexible financial services. We partner with some of the world's most recognised employers: Bupa, Burger King, Greene King, and the mighty NHS, giving over 3 million employees control over their earnings, budgeting tools, savings options, and even free financial coaching. All in one financial wellbeing super-app.

Stream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn 'premium' lower-income earners pay for financial services each year.

You'd be joining a team of over 300 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.

A day in the life of a Stream Customer Support Representative:

• Communicating effectively and promptly with a variety of customers

• Maintaining a positive and empathetic attitude toward customers at all times.

• Knowing our product inside and out so that you can expertly answer customer inquiries.

• Demonstrating keen problem-solving skills, the ability to think on your feet, and taking initiative.

• Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.

• Working seamlessly with the customer success department, collaborating closely to ensure a holistic approach to assisting customers and delivering exceptional service throughout their journey with our product.

• Working closely with the team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.

Requirements

We are seeking individuals who possess a strong enthusiasm and eagerness to learn, with a dedication to providing our exceptional users with an optimal product experience. Previous experience working within a financial regulated environment is highly advantageous, and while we will provide comprehensive training, having an interest in technology and a proactive attitude towards learning are essential attributes.

Location & Working Hours:

This role is located in our London office and your schedule will include a combination of the following shifts:

• Monday - Friday: 9:00 AM - 6:00 PM

• Monday - Friday: 12:00 PM - 9:00 PM

• Weekends: 9:00 AM - 6:00 PM

Bank Holidays: For operational reasons, there is an expectation that you will be required to work on some bank holidays (and will be compensated as per our overtime guidelines and a day in lieu).

Salary

£28,000 (rising to £31,000 after successful 6 month probation)

What will we do for you?

• 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs

• 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service

• Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments

• Sabbatical scheme

• Paid leave to volunteer

• Private Healthcare including comprehensive mental and physical healthcare

• Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth

• Enjoy savings with our electric vehicle salary sacrifice scheme

• Season Ticket Loan

• Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.

• The best benefit of all, access to Stream!

At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.