Fintech Customer Experience Specialist (Hybrid)

Tembo; Greater London; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Tembo is seeking a proactive Customer Service Specialist to support customers across chat, email and phone, focusing on savings and ISA-related queries, transfers and account support. You will work with operations, product, tech and compliance to resolve issues and enhance outcomes.

In a fast-moving scaling fintech environment, you will use AI tools (Intercom AI) to deliver efficient support while maintaining high standards and a customer-first mindset.

Qualifications

• Experience in customer service within fintech or regulated financial services.
• Strong knowledge of ISA and/or LISA products, including savings journeys, transfers, and withdrawals.
• Confident handling customer queries and complaints across chat, email and phone.
• Excellent communication skills with a customer-first mindset.
• High attention to detail and ability to work accurately in a regulated environment.
• Comfortable working across multiple systems and tools in a fast-paced environment.
• Strong problem-solving skills with a proactive approach to improving customer outcomes.
• Collaborative team player who works well across operations, compliance and tech teams.

Responsibilities

• Provide customer support across chat, email, and phone for savings and ISA-related queries.
• Assist with transfers, withdrawals and account support while ensuring high-quality service.
• Collaborate with operations, product, tech and compliance teams to resolve issues and improve customer outcomes.
• Utilize AI and automation tools to deliver efficient, scalable support.
• Contribute ideas to improve customer journeys and processes.

Skills

Customer service

Fintech knowledge

ISA/LISA product knowledge

Clear communication

Multi-system proficiency

Problem solving

Tools

Intercom AI

Job description

Tembo is seeking a proactive Customer Service Specialist to support customers across chat, email and phone, focusing on savings and ISA-related queries, transfers and account support. You will work with operations, product, tech and compliance to resolve issues and enhance outcomes.

In a fast-moving scaling fintech environment, you will use AI tools (Intercom AI) to deliver efficient support while maintaining high standards and a customer-first mindset.