Support Team Executive

Summary

Join Moneybox's Support team and help maintain the company's reputation for excellent customer service. This role involves providing online and phone support to customers outside of regular business hours, addressing queries, and escalating issues. You will collaborate with other teams, provide feedback on customer issues, and proactively seek ways to improve customer experience. Understanding Moneybox's roadmap and contributing to its direction is also part of the role. Problem-solving and independent work are key aspects, requiring self-motivation and adherence to productivity targets. The position requires excellent communication skills and experience in a contact center environment.

Requirements

• Excellent communication skills
• Ability to work well both individually and as part of a team
• Experience working to metrics in a contact center environment
• Good analytical and problem solving skills
• A ‘high-output do-er’ with a desire to work in a fast-paced, fast-changing startup environment
• Able to confidently prioritise tasks, identify patterns and work independently
• Direct experience with Intercom

Responsibilities

• Interacting with current and potential customers through Intercom and phone to address any queries they have and provide great customer service
• Working alongside the Operations and Compliance team to ensure a great customer experience
• Providing key feedback to Team Leads and managers on key customer queries and issues
• Looking for ways to go above and beyond to provide a great service and experience for our customers
• Raising awareness of our mortgage advice service to help customers on their home-buying journey
• Understanding the wider Moneybox roadmap and direction, helping to feed into this
• Problem solving and triaging - as a member of the Sunrise team there’ll be times with limited technical support to resolve your queries
• Be self motivated; you’re able to stick to productivity and quality targets even when working unsupervised

Preferred Qualifications

• A driven, ambitious individual who’s looking to build their career at an exciting very- fast-growing company
• Naturally personable, great communicator who has a passion for their work and the people they work with
• Excited about being part of a fast-growing company that’s trying to make a positive mark on the world
• Interested in savings and investments personally, with a desire to gain even more knowledge in both of these areas
• Knows how to have fun whilst maintaining a professional outlook