Customer Support Specialist

Emma - we are hiring!; London Borough of Hackney; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Vitality Membership

Health care

Dental care

Reduced gym memberships

Cashback benefits & discounts

Pension Contribution

Holiday Allowance

Paid Sick Leave

Emma Ultimate Subscription

MacBook

Referral Scheme: £1000 bonus

1 Month Sabbatical Every 5 Years

Annual Salary Review

Regular Socials and Lunches

Job summary

Emma is seeking a customer support specialist to provide exceptional assistance across all channels from our London office. You will handle sensitive inquiries with empathy, resolve issues promptly, and act as a critical thinker under pressure while contributing to a fintech culture that values speed and ownership.

Ideal candidates have 2+ years in customer service, experience with technical support, and interest in Financial Crime, with familiarity in Crisp/Intercom and Zendesk.

Qualifications

• 2+ years in customer service.
• Experience with technical support.
• Excellent organisational skills.

Responsibilities

• Provide exceptional customer support across all channels.
• Handle sensitive inquiries with empathy and professionalism, ensuring timely resolution.
• Be a critical thinker and problem solver under pressure.

Skills

Customer service

Technical support

Organisational skills

Financial Crime interest

Crisp/Intercom

Startups experience

Tools

Intercom

Zendesk

Job description

About The Company

Emma is the app to manage all things money.

About The Company

Emma is the app to manage all things money.

Our mission is to empower millions of people to live a better and more fulfilling financial life.

Emma was founded by engineers, who are extremely focused on coding, product and data. These are the three pillars on which we want to build a strong tech culture and fix personal finance once for all.

We have raised more than $8m+ to date to build the one stop shop for all your financial life. Our investors include Connect Ventures (investor in Curve, TrueLayer and CityMapper), Kima Ventures, one of the first in Transferwise, and Aglaé Ventures, early stage fund of the Groupe Arnault, investor in Netflix and Airbnb.

Alongside them, several angel investors, who have built and sold industry leading companies have decided to take part into this journey.

At Emma, We Are

• Bold
• Determined
• Focused
• Autonomus

We are a high-performance team and we run the company like a professional sports team. We expect each and every team member to move fast, have ownership over their work and hold each other to a high standard.

If you're not driven to own your work, execute swiftly, and innovate constantly, this isn't the right place for you.

Responsibilities

About the role

• Provide exceptional customer support across all communication channels.
• Handle sensitive customer inquiries with empathy and professionalism, ensuring timely and effective resolution.
• Critical thinker and problem solver with the ability to assess risks and make sound decisions under pressure.

About You

• 2+ year of experience in customer service.
• Experience with technical support.
• Excellent organisational skills.
• Want to learn about Financial Crime.
• Experience with Crisp (or similar - Intercom, Zendesk...).
• Experience and interest in startups.

Bonus Points

• Experience with customer onboarding and KYC
• Experience with AML
• Experience with financial services

Our Process

• Screening with internal recruiter
• Take-home challenge
• Technical call with Senior member of the team
• Recruiter sync
• Onsite interview with CEO

Our Benefits

• Vitality Membership
• Health care
• Dental care
• Reduced gym memberships
• Cashback benefits & discounts
• Pension Contribution
• Holiday Allowance
• Paid Sick Leave
• Emma Ultimate Subscription
• MacBook
• Referral Scheme: Refer talented individuals and earn £1000 when they join us.
• 1 Month Sabbatical Every 5 Years
• Annual Salary Review
• Regular Socials and Lunches

To facilitate communication, productivity and speed, we work from the office Monday to Friday. This is not a hybrid role. Please only apply if you can certainly meet this requirement.

Our office address is: 1st Floor, Verse Building, 18 Brunswick Place, London N1 6DZ.

May the gummy power be with you!