We're looking for a late-nighters and early risers who love helping people to solve problems.
Money never sleeps, and our customers travel all over the world. We're building a bank for and with our customers, and we pride ourselves on providing speedy, knowledgeable help to our customers wherever they are, whenever they need us.
You'll be the first point of contact for anyone who has a question, concern or problem either between 4am and 9am or 4pm-midnight. You'll help them through their problems and listen to their concerns with positivity, empathy and patience.
You will be:
- writing speedy, helpful responses to in-app chat messages from our users.
- answering their questions with honesty and positivity.
- monitoring incoming emails, calls and social media.
- investigating & solving tricky queries, or reassuring users and keeping detailed notes for the day shift when it's not possible.
- learning heaps about how card networks work and the inner operations of a bank.
- managing our business operations task, from making sure all our merchants have the right emoji to processing identity checks.
- helping to refine our operations processes and procedures, so we can continue to grow our user base without compromising our customers' experience.
You'll be talking directly with our supporters and customers, developing a deep understanding of what our community really wants from a digital bank, spotting patterns in their hopes and frustrations and conveying these to our product team.
You will be a great communicator, and have no difficulty explaining things clearly and concisely by email, in-app chat or phone.
As one of the early members of our out-of-hours team you'll have the opportunity to shape how this team grows.
You should apply if:
- you're great at explaining things to people, and have flawless written English.
- technology interests you, and you know your way around social networks.
- you're friendly, positive, and super organised.
- helping people makes you happy, and you're empathetic.
- you'd like the flexibility allowed by working at home in the evenings or early mornings.
Logistics
We're looking for someone to work 3-5 mornings a week between 4am and 9am or 3-5 evenings a week between 4pm and midnight.
The full-time equivalent salary is around £25k plus stock options and overtime pay for holiday cover too.
You'll get to work from home, and we'll cover your expenses to come and visit the office in London for training and to say hi every few weeks. You'll need to be available to come and train in the office for 1-2 weeks when you start. This is generally from 09:00-18:00 but we can absolutely be flexible to fit around personal circumstances e.g. childcare, university courses.
We'll provide you with the equipment you need to do the role (i.e. a work MacBook and screen)
If successful, you'll join a small hand-picked team of engineers, designers, product people, and banking experts on a mission to change consumer financial services forever.
