Customer Support Associate

About Griffin

Hi, we’re Griffin! We’re the bank for companies who want to build and launch financial products.

Our context

We're rapidly heading towards a future where most of us access financial services through technology companies rather than high street banks. All sorts of companies are now embedding financial products into their apps and user journeys so that their customers can seamlessly make payments, manage expenses, take out loans, save, invest, and do more.

The problem is that companies are still dependent on legacy banking infrastructure if they want to offer regulated financial products. They need to either partner directly with an (slow-moving, risk-averse) incumbent bank and/or stitch together middleware from various Banking as a Service (BaaS) providers. This process is slow, expensive, and complex and makes it very hard for companies to get new financial products off the ground.

At Griffin, we want to change this.

Our purpose

We want to make it easy for companies to bring finance to their customers at the point of greatest relevance. So, we built a bank.

But not just any bank! Griffin is a technology platform and a bank: fully regulated, API-first, developer-centric, and purpose-built to serve innovative fintechs and brands who want to build and embed financial products.

Learn more about what we do.

Our culture

Our culture is our most important asset, and one of the ways we safeguard it is by being extremely intentional about hiring the right people. We won't hire people who don’t seem like a strong fit for our core values, even if they're otherwise extremely qualified.

We also believe that smart, motivated, conscientious people thrive in high-trust, high-autonomy environments. That’s why we’re transparent by default, and we encourage open discussion and challenge across all levels of the organisation. We’re also remote-first, asynchronous, and fully flexible - because you're the expert on how and when you do your best work.

Learn more about our culture.

The Customer Success team

Customer support is the beating heart of any business and it is especially the case at Griffin. We put the customer at the centre of everything we do because we know that satisfied customers not only drive repeat business but also become powerful advocates, influencing others and fostering a positive reputation. Building a strong customer-centric foundation is critical to us, as it cultivates trust, loyalty, and a deep understanding of customer needs, ultimately paving the way for sustainable success and expansion.

Like most of Griffin, the Customer Support team is in its infancy. We’re working to build a CS team that is a highly respected and integrated part of the business. We should be the best in class when it comes to Customer Experience in banking.

The Customer Support team reports to our Chief Product Officer, and works most closely with Engineering, Product and Marketing. Across all teams, we place significant emphasis on compassion, ownership, and curiosity. You will be empowered to make meaningful decisions and supported to make sure we collectively get those decisions right.

Who are you

The ideal candidate for this job will have most of the following:

• Experience in customer support or a similar role, ideally within the fintech or banking industry
• Experience of solving complex problems while ensuring great customer outcomes
• Clear and concise written and verbal communication skills
• Empathy: a strong desire to ensure genuine support for our customers
• A flexible and supportive approach

We’re hybrid-remote, and most of your colleagues will not share an office with you on a day-to-day basis. This means you should also have:

• A high degree of comfort in adopting new software tools for document drafting, collaboration, and communication.
• A love of writing - we have a major amount of written documentation that you will be contributing to, and we place a high degree of importance on clarity and readability (you can find out more here about how we write )

What will you be doing here?

As a Customer Support Associate at Griffin, you will...

• serve as the first point of contact for our customers, addressing their inquiries, troubleshooting problems, and providing information to help use the product effectively.
• provide prompt and effective customer support via various channels while keeping them informed about the status of their inquiries and providing updates as needed.
• contribute to the creation and maintenance of knowledge base articles and support documentation.
• be the voice of the customer internally: advocating for their needs and driving improvements to their experience, whether that’s through our products, sales process, documentation or communications

What can we offer you?

We are an early stage startup and we're working hard to expand our benefits package. We're planning to add to this list in the future.

• 25 days off a year + bank holidays
• Flexible, remote-friendly working - including supporting home office setup
• Tax-advantaged stock options under HMRC's Company Share Option Plan (CSOP)
• Auto-enrolment into company pension scheme
• Enhanced parental leave with up to 6 months at full pay
• Private medical insurance and life insurance (provided by Vitality and AIG respectively)

How do I apply?

Are we your next move? Apply via the link below, if there's a match our Talent team will reach out to schedule an initial conversation and talk you through our interview process in detail.

N.B: We have a small London office in Moorgate, and we are comfortable hiring people to work from anywhere in the UK. About half of the company is based within occasional commuting distance of London, the other half is full-time remote.

Our goal is for Griffin to proportionally represent the diversity of the working population in society. We’re working to ensure that Griffin is a supportive, empowering and inclusive environment for every member of our team — whatever your combination of race, ethnicity, gender, age, sexual orientation, physical ability, nationality, neurodiversity, and religious beliefs. If you’re part of a group that is under-represented in fintech, we’d love to hear from you

Griffin Bank Ltd request that recruitment agencies do not speculatively submit CVs to any employee or associate of our company unless explicitly asked to do so by a member of our Talent team.

Any CVs sent to any member of our team on a speculative basis will not be recognised and we will not accept liability for any fee or commission should we subsequently employ a candidate who applied to us directly or was introduced by an instructed agency that may also have been submitted speculatively by an uninstructed agency.