Customer Success Executive (Fintech)

TL;DR

Customer Success Executive (Fintech): Supporting brokers and users of the Acre mortgage platform to ensure seamless adoption and growth with an accent on technical troubleshooting and customer experience. Focus on delivering high-quality trainings, creating product communications, and advocating for customer feedback to drive product improvements.

Location: Hybrid (London, UK). Must be able to work from Shoreditch & Vauxhall offices at least twice a week.

Company

Acre, part of the hirify.global Group, is transforming the UK mortgage market with a modern, end-to-end platform that simplifies the home-buying journey for brokers and lenders.

What you will do

• Provide day-to-day support to brokers via phone, email, and screenshares to ensure a seamless platform experience.
• Perform technical troubleshooting and resolve customer queries efficiently.
• Act as a customer advocate by collaborating with the product development team to implement improvements based on user feedback.
• Deliver high-quality webinar trainings to customers on product utilization.
• Create clear product communications, including release notes, knowledge base articles, and training videos.

Requirements

• Excellent communication skills with a strong customer-focused attitude.
• Ability to solve problems creatively and resourcefully.
• Strong attention to detail and high self-motivation for independent work.
• Based in or able to commute to London for a hybrid schedule (min 2 days/week).
• Availability to work occasional Saturdays.

Culture & Benefits

• Hybrid work environment with a dog-friendly office and free snacks/breakfast.
• Comprehensive health and dental cover via Bupa, including mental health support and GP visits.
• 25 paid holidays plus a birthday "duvet day".
• Financial security through a life assurance scheme and up to 6% matched pension.
• Investment in growth via leadership-led training, regular Lunch and Learns, and a financial coach.
• Inclusive culture with transparent pay structures and generous parental leave plans.