Founding UK AI-First Customer Experience Specialist

Fairlo; Greater London; Hybrid; GBP 32,000 - 54,000; Full time

Benefits offered by this job

Reputable employer

Challenging role with impact

Shape UK team growth

AI tooling exposure

Job summary

Fairlo seeks a UK Customer Support Specialist to establish and own the early UK customer operations. You will shape how Fairlo engages with UK customers, building processes, templates and judgements that align with our transparency and flexibility ethos.

As a founding UK team member, you will work with our Sweden-based CS group and UK colleagues, leveraging AI tools to draft responses, triage inquiries and automate repetitive tasks while delivering best-in-class service.

Qualifications

• Requires previous experience in customer service, collections, fraud/risk, or related financial services role.
• Comfort with handling sensitive conversations and maintaining professionalism.
• Ability to prioritise across varied work streams and work independently when needed.

Responsibilities

• Build and shape the UK customer support function from the ground up, in collaboration with the Sweden team.
• Answer questions, resolve issues and ensure end-to-end customer experience reflects Fairlo's values.
• Draft and triage responses using AI tools, speed up reviews, and implement lightweight automations.
• Provide feedback on customer insights to inform product and process improvements.
• Maintain a scalable, customer-centric approach across service, collections and onboarding.

Skills

Customer service experience

Empathy

Communication skills

Organisational skills

Independent working

Attention to detail

Judgement and decision making

Tools

Claude

ChatGPT

CRM systems

Job description

Fairlo seeks a UK Customer Support Specialist to establish and own the early UK customer operations. You will shape how Fairlo engages with UK customers, building processes, templates and judgements that align with our transparency and flexibility ethos.

As a founding UK team member, you will work with our Sweden-based CS group and UK colleagues, leveraging AI tools to draft responses, triage inquiries and automate repetitive tasks while delivering best-in-class service.