Customer Support Specialist (Fintech)

TL;DR

Customer Support Specialist (Fintech): Supporting customers with onboarding, account processing, and queries for a high-growth investment platform with an accent on efficient issue resolution, compliance, and cross-team collaboration. Focus on managing workflows, handling complaints, and explaining complex services simply while contributing to business growth.

Fully Remote (work closely with UK-based team in London)

Company

Award-winning fintech investment platform using ETFs, with £2.8B AUM, rapid growth, and plans for international expansion.

What you will do

• Support customers with onboarding, information requests, account opening/closing, and ISA transfers via professional communication.
• Handle additional channels like forum and social media.
• Explain services knowledgeably and accurately.
• Manage workflow queues, mailboxes, and complaints promptly.
• Collaborate with Development, Operations, and other departments.
• Ensure compliance with AML, KYC, and regulatory requirements for financial crime, advice, and customer fairness.

Requirements

• Good command of English with excellent written and oral communication skills.
• Ability to work independently with initiative.
• Advanced MS Office knowledge (Word, Excel).
• Procedure-focused mindset to identify process improvements.
• Experience with Helpdesk systems like Zendesk.

Culture & Benefits

• Impact from day one on real challenges driving business stability and growth.
• Room to grow responsibilities and influence as the company scales.
• Transparent, open culture with clear communication and collaboration.
• Supportive team of high-calibre experts.

Hiring process

• Gamified cognitive assessment and role-specific task.
• Competency interview on experience and technical expertise.
• Leadership interview on culture fit, values, and strategic alignment.