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ManagerFull-timeGo
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Manager to join our team at Seccl, an embedded investment platform owned by Octopus. This role is responsible for leading relationships with key operational teams and delivering solutions at pace. You will be the go-to escalation point for customers and a cross-functional problem solver focused on improving customer experience.
Key Responsibilities
- →Lead escalations with confidence, investigating complex issues and incidents
- →Solve problems with technical depth by digging into data, systems, and workflows
- →Champion collaboration between internal teams and customer firms
- →Support frontline colleagues with guidance and contribute to knowledge articles
- →Improve processes by spotting recurring issues and suggesting smarter solutions
- →Ensure compliance and customer-first approach in all operations
- →Monitor customer health and analyze query trends to drive improvements
Requirements
- ✓Confident handling escalations and solving complex problems
- ✓Solid knowledge of fintech or adviser platforms and financial services operations
- ✓Comfort with technical details, including APIs and system integrations
- ✓Ability to think in systems and data to identify actionable improvements
- ✓Calm, clear, and credible communication with customers and stakeholders
- ✓Curious, collaborative, and driven to improve processes and customer experience
Benefits
- ★Competitive salary between £50,000 and £65,000, reviewed annually
- ★27 days holiday plus bank holidays, birthday day off, and dependant leave
- ★Two volunteering days per year
- ★Option to work abroad for up to six weeks annually
- ★Recognition programme with flexible rewards
- ★Length of service awards, including a paid sabbatical
- ★6% employer pension contribution and life assurance
- ★Private medical insurance with AXA Health
- ★Enhanced parental leave and home office setup budget
- ★Learning budget and wellness initiatives
- ★Financial wellbeing benefits and discounts
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