Technical Customer Success Specialist

Flagstone Group LTD; London; Hybrid; GBP 30,000 - 60,000; Full time

Job description

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let’s talk about you.

Does this sound like you?

You’re a Customer Success Specialist with a strong technical background and ideally 3+ years of experience in customer-facing roles. You're excited to forge a new way to save. You’re passionate about designing and delivering exceptional customer journeys, while leveraging technology to improve processes and outcomes.

What you’ll do:

As a Technical Customer Success Specialist, you will play a key role in proactively supporting customers throughout their entire lifecycle with Flagstone, from their initial application to ongoing engagement. You'll be responsible for ensuring that every interaction with Flagstone is optimised for efficiency and satisfaction, using data-driven insights and technology solutions.

Your role will involve driving performance across a broad range of metrics. This includes streamlining the application process, reducing contact rates through automation and self-service options, and implementing continuous improvement strategies that maximise customer value.

You will collaborate closely with our customer experience team, as well as product and engineering teams, acting as a bridge between the technical and customer facing teams. You will work cross-functionally with Tribes and Squads to prioritize technical enhancements that improve customer satisfaction and drive customer-centric improvements across all touchpoints.

What you’ll bring:

• Ideally 3+ years’ Fintech experience, within a technical or customer facing role
• Proven track record of working in agile, fast-paced environments, ideally with a squads and tribes model
• Strong technical aptitude and communication skills
• The ability to advocate for the customer within technical teams and amplify the customer’s voice across the organization
• Strong problem-solving skills, especially in identifying technical solutions that enhance customer satisfaction
• A good understanding of financial regulations and how these apply to Flagstone

How we reward you:

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:

• Life insurance (four times your annual salary)
• Dental/optical care
• Matched pension contributions (5%)
• Income protection
• Around the World in 90 days (remote working possibility)
• £1,000 annual learning bursary
• Home working kit, for when you're not in the office
• Access to our platform, at no cost
• Additional 3 days community and charity leave each year
• Quarterly half days for Wellness leave
• Flexible bank holidays

All are welcome.

At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.

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