Hybrid Fintech Customer Support Specialist – Training

Defaqto; United States; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Structured training program

Career progression within Defaqto

Job summary

Defaqto is a leading fintech brand seeking a Customer Success support advisor. In this role you will assist customers mainly by telephone to use our adviser-focused software, handling case management, routine queries, and a high volume of inbound calls and emails.

This position offers hybrid working and structured training. You will develop product knowledge, contribute to documentation, and work closely with colleagues to ensure a positive customer experience across our platform.

Qualifications

• Experience in customer-facing roles is advantageous.
• Strong IT literacy and ability to learn new systems quickly.
• Excellent verbal and written communication skills.
• Organisational and time-management abilities.
• Problem-solving mindset with attention to detail.

Responsibilities

• Handle a high volume of inbound calls and emails, owning issues to resolution.
• Triage queries and prioritise appropriately.
• Liaise with advisers and internal teams to resolve complex cases.
• Log and manage cases in CRM to keep updates.
• Deliver a great customer service experience on every interaction.

Skills

Customer support

Telephone support

Communication

IT literacy

Problem solving

Education

A-Level or equivalent

Tools

Microsoft Dynamics

Job description

Defaqto is a leading fintech brand seeking a Customer Success support advisor. In this role you will assist customers mainly by telephone to use our adviser-focused software, handling case management, routine queries, and a high volume of inbound calls and emails.

This position offers hybrid working and structured training. You will develop product knowledge, contribute to documentation, and work closely with colleagues to ensure a positive customer experience across our platform.