Customer Success Executive

Summary

Join Tembo, a fast-growing company empowering financial wellbeing, as a Customer Service Executive. You will play a key role in ensuring smooth customer experiences as the company scales. This remote-based position requires excellent communication and problem-solving skills, along with a passion for making a difference. You will handle customer queries via various channels, navigate the Tembo app, and collaborate with internal teams. The ideal candidate thrives in a dynamic startup environment and is solution-oriented. Tembo offers competitive salary, benefits, and the opportunity to be part of a meaningful mission.

Requirements

• You’re passionate about making a difference in the world and want to spend your time working on something meaningful
• You’ve felt the buzz of a startup environment before, or are keen to for the first time
• You hold the customer at the heart of everything you do, are solution orientated and have impeccable attention to detail
• You’re a self-starter with excellent communication, organisational and time management skills
• You’re able to work in fast changing, constantly evolving environment and deliver within tight deadlines
• You’ll bring positive energy and drive that embraces the twists and turns of a start-up environment
• You’re flexible in your approach, and comfortable working outside of rigid structures and frameworks
• You’re available to work within our hours of 9am-8pm Monday-Thursday, and 9am-5pm Friday-Sunday, and are happy to be based from home
• You have great English language skills (written and oral)
• You’re passionate about making a difference to people’s lives
• You hold the customer at the heart of everything you do
• You are solution oriented and have impeccable attention to detail
• You’re a self-starter with an ownership mentality & strong organisation
• You’re able to work in fast changing, constantly evolving environment and deliver within tight deadlines
• You’ll bring positive energy and drive that embraces the twists and turns of a start-up environment
• You’re comfortable working outside of rigid structures and frameworks
• You have great English language skills (written and oral) and you’re a great communicator

Responsibilities

• Help customers to effectively resolve queries and issues by email, online chat or phone
• Help customers navigate and use the Tembo app
• Undertake a variety of administrative and operational tasks across a variety of systems
• Assist colleagues from across the business with any queries they may have relating to our savings products
• Diagnose and liaise with our Operations and Marketing teams and our Developers to resolve issues
• Encourage customers to provide feedback; accurately record this and any developing trends with a view to improving the overall customer experience
• Collaborate with and influence the wider business as a customer advocate, helping to improve the Tembo app
• Show composure, resilience and flexibility when dealing with customers, recognising that we evolve the support we provide as our growing numbers of customers’ needs evolve

Benefits

• 25 days annual leave + 1 day additional annual leave for your birthday + all bank holidays
• All staff are given shares in Tembo
• Pension
• Private healthcare
• Macbook and monitor provided
• Once annual away-day and quarterly meet-ups
• Once in a life time experience in a start-up as it experiences rapid growth