Remote Customer Success Executive

Company Description

Tembo are a company dedicated to empowering financial wellbeing, fuelled by the desire to help people achieve their most important goals in life including buying their first home, saving towards retirement and all the important milestones in between.

As a part of our team of Customer Service Execs you’ll have the chance to positively affect the lives of millions of customers as they save for life’s goals. With a great work ethos, a real sense of achievement and the opportunity to be part of a team of like-minded people who work well together to achieve the best outcome, you’ll experience the joy of having a job you genuinely care about!

Job Description

We’re growing fast and have the backing of investors. We’re ready to scale up again and this role is key to making sure that as we do, we look after the most important part of our business - our customers and their accounts. Your role will be to make sure everything runs smoothly for our customers. We want you to bring creativity, initiative and positive energy to the team to help make it happen.

About you:

• 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 oriented 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)

About the role:

• 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

Qualifications

About you

➔ You’re passionate about making a difference to people’s lives

➔ 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

➔ 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

Additional Information

Location:

UK wide – our main office is based in London Bridge (with satellite offices own Manchester and Newcastle) so we would like to see you occasionally, however this is primarily a remote-based role.

Salary:

➔ £20k - £25k + OTE

Additional 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