Support Associate

Summary

Join Tabeo, the leading platform for private healthcare payment and marketing services, as a Customer Success Associate! This 360 role combines customer support, credit risk assessment, merchant sales, and early arrears management. You'll be responsible for answering customer queries, coordinating complex cases, optimizing customer success processes, and expanding our FAQ library. You will also verify customer information, engage dormant merchants, provide training, and manage early arrears. Tabeo offers a remote-first work environment with competitive benefits, including a generous CPD budget, full home office kit, health insurance, company trips, and extended parental leave.

Requirements

• 1 to 5 years prior experience in a consumer facing role
• Excellent communication and writing skills
• Ability to engage with customers in any situation (lead or arrears)
• Highly organised, meticulous and able to work on multiple projects simultaneously
• Comfortable handling both outbound and inbound customer calls and queries
• Flexibility is a must. We work in a fast-paced environment and we are growing very quickly. This means that you may be given additional responsibilities to help out other teams throughout the business

Responsibilities

• Answer customers queries in a timely manner
• Coordinate complex cases internally
• Understand and master and FAQ usage
• Optimise and participate in projects increasing the automation of our Customer Success
• Expand our FAQ library
• When needed, ensure that manual verifications are done in a timely and effective manner
• Verify that information are correct and documents are genuine
• Ensure documents and information provided meet the underwriting standards required
• Keep track of Sales metrics in order to be able to identify “dormant” merchants
• Contact and engage these dormant merchants
• Provide updates and training sessions to merchants to better utilise Tabeo’s platform
• Qualify leads on behalf of our merchants as part of our online marketing support solution
• Engage customers early arrears by contacting them 24h after missing a payment deadline
• Determine the issue for arrears and coordinate with the collections team to assist those customers

Benefits

• Competitive salary
• Employee share options
• ��2,000 per annual CPD package to be used at your discretion
• Full kit for home office
• Health insurance and life assurance (including dental and optical) for UK staff
• Company trips
• 24 days holiday annually, plus a day off on your birthday
• Extended parental leave
• Contributing pension scheme for UK staff