Customer Support Executive at thirdfort

We’re on a mission to protect society from fraud and money laundering. We’ve already protected over 3 million people through life’s big transactions.   Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.   Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.   Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.   Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel. The Role: This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. We are looking for both Consumer & Client Support Execs, with both roles having interchangeable skills & duties. The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquires each day. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes change and become an expert in our app. You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product. The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You'll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn. Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning. You will achieve your mission as our Customer Support Executive by: • Take overall responsibility for your part of customer support and helping customers get the most out of Thirdfort. • Work with the support team to deliver against ambitious targets. • Be highly organised and be able to juggle enquiries; seeing ID checks through to completion by raising tickets and callbacks, or supporting our clients in navigating our portal. • You will have an open and friendly attitude that puts customer service at the heart of everything you do. • You will have the ability to communicate effectively and persuasively; patience and empathy are essential. What we are looking for: • Incredible Customer Support Executives are not easy to find, so we are looking for individuals who love helping people and are keen to grow and develop within our team. In return we will offer learning & development, and the opportunity to work on exciting projects across the business; you are focused on a career in customer support and looking for a company that will help you to hone your skills. • Be happy to get your hands dirty as the front line of our Thirdfort Support team - in busy periods that is dealing with high volumes of inbound enquiries, and tackling them all with a calm and good humoured approach. • You’ll want to devour information from our clients & users so that we can make continual improvements to our app journey. • Understand the key pain points we are solving for our clients. • You will be hungry to join an epically exciting startup. You’ll get excited about the prospect of rolling your sleeves up and getting stuck in because you recognise the huge opportunity to grow with our Support team. • 1-2 years Customer Support experience is helpful, especially in the start up or tech or legal space. However, we’re open minded and interested in grads or people coming from jobs in other areas who can demonstrate the above skills. Benefits: • 26k annual starting salary (dependant on experience). • Stock options - We want you to own the work that you do and this means owning the company you work in. All employees receive options as part of their compensation package. • Working hours are between 8.30am - 6pm, Mon-Fri, 40 hours per week. • Learning & Development culture. We run regular lunch & learns and there's lots of opportunity to pick up new skills and push forwards your own personal development. • Open and flat culture where everyone has a voice in the culture we're building. Taking ownership, challenging how things are done, and being a team player are all core values for us. • A focus on wellness. We've had external speakers come in to teach us about mental health, run yoga classes and are constantly thinking through ways to improve wellness for our team. • Flexible working - we are keen to recruit individuals who will embrace office culture and will look to spend 2 days per week in the office minimum, whilst maintaining the flexibility to work from home on some days. • Central Manchester office with free snacks and soft drinks. • We run socials for the support team every quarter so you get plenty of time to socialise with your colleagues. In the past this has included getting together to enjoy some great food, or doing a fun activity such as bowling or playing darts, or trying your hand at cricket! Interview process: • Apply on this page • Initial chat with Hiring Manager • In-Person Interview & Case Study Exercise with Hiring Manager & VP of CX • Values Interview • Offer