Remote-First Customer Support Specialist with Equity

Cheddar; Greater London; Remote; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity in the organisation

Company off-sites

Remote-first culture

Job summary

Cheddar, based in London, is hiring a Customer Service Agent to handle queries across email, in-app support, phone and social channels, triaging onboarding, payment, cashback and gift-card issues to ensure customer satisfaction.

The role is predominantly remote with office visits every other week. You will collaborate with Compliance, Engineering and Product to optimize support processes, contribute to KPI targets, document procedures, and help scale a fast-growing finance platform.

Qualifications

• Proven experience in customer service or operations, preferably in payments or finance industry.
• Excellent communication and interpersonal skills, with a knack for problem-solving.
• Ability to handle multiple tasks simultaneously and meet tight deadlines.
• Strong organisational skills and attention to detail.
• Proficient with zendesk. Being familiar with google suite and CRM systems is an added bonus.

Responsibilities

• Manage and respond to customer queries via email, inbound tickets, phone calls, social media etc.
• Provide real-time support through live chat and inbound tickets to address and resolve issues efficiently.
• Support users with onboarding, payment-related issues, disputes, and other queries promptly.
• Collaborate closely with internal teams including Compliance, Engineering, and Product to enhance processes and customer service tools.
• Contribute to the improvement of support processes by identifying issues and recognising trends.
• Assist in documenting processes to develop operational guidelines and procedures as we continue our growth
• Work under the guidance of the operations leadto plan and coordinate operational activities to ensure KPI’s are achieved.
• Monitor day-to-day operations, track performance, and recommend procedural enhancements to boost efficiency and maintain quality standards.

Skills

Customer service

Communication

Multitasking

Organizational skills

Problem solving

Tools

Zendesk

Google Suite

CRM systems

Job description

Cheddar, based in London, is hiring a Customer Service Agent to handle queries across email, in-app support, phone and social channels, triaging onboarding, payment, cashback and gift-card issues to ensure customer satisfaction.

The role is predominantly remote with office visits every other week. You will collaborate with Compliance, Engineering and Product to optimize support processes, contribute to KPI targets, document procedures, and help scale a fast-growing finance platform.