Customer Support Specialist (Night Shift)

We’re on a mission to build the world’s greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet.

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

Requirements

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

Benefits

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.

Office/remote working

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. The shifts will be from 10pm-7am.

Diversity

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.