Customer Support Specialist (Night Shift) Job in Manchester at Kroo –
We’re a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we’re looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.
As a Customer Support Specialist, you’ll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems.
Put simply, our Customer Support Specialists are the digital face of Kroo!
We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.
The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.
Here’s what you will be doing:
Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
Be the first port of call for customer complaints and concerns to make sure that they’re treated fairly
Show proactiveness and ownership skills to solve customer problems
Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
Identify customers who might be vulnerable and ensure we support them when needed
Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
Understand, prioritise and escalate customers’ feedback and feature requests to the product team
Support other members in the Operations team by being a point of contact and mentoring new joiners
We’re looking for someone who:
Has front line or back office banking experience
Has experience in customer service in the financial services industry
Is interested in how technology can improve people’s lives
Enjoys the startup environment
Is customer focused
Has a high level of organisation
Has excellent written and verbal communication skills
Has a high level of empathy and the ability to connect with other people
What we offer:
35 total days holiday (25 annual leave, 8 bank holidays, 1 Kroo bank holiday [June 24th], and 1 day off during the week of your birthday)
3 personal health days
An employer-sponsored volunteer programme (up to 4 hours per month supported by our partner Matchable)
Access to Spill, our mental health support partner
A workplace pension, with 5% employee contribution and a 3% employer top off
After 1 year of service, access to £500 from the Kroo Learning Fund for career-related L&D
All equipment you need to work remotely effectively, with a MacBook Pro as standard
Access to our modern, bustling office in Holborn, Central London, includes a full gym.
Access to our Cycle to Work scheme
Access to our Electric Car scheme
An enhanced parental leave policy
Room to grow and excel within a fast-paced, high growth start-up
As of January 2023 you get full healthcare for you and your nuclear family via Vitality.
Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Holborn, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: you’ll be working night shifts across 5 days and 37.5 hours per week. The shifts will be 10pm-7am.
We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. These principles apply to all, regardless of race or ethnicity, age, gender, gender identity or expression, national origin, sexual orientation, mental or physical ability, religion, appearance, political beliefs, educational background, class, and position or tenure within the company. Diversity, Equity, and Inclusion are central to the direction we take at Kroo, and are considered across all aspects of our business.
About the Company
Company: Kroo –
Company Location: Manchester