Customer Support Specialist
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Description
What We're All About At Kroo
Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.
Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.
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:
Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.
Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.
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
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:
At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:
- Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
- Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
- Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
- Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
- Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
- Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:
- People screen and quiz interview - 45 mins
- Technical interview challenge with the hiring manager - 45 mins
- Head of division interview - 45 mins
Hybrid Working:
At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.
Diversity and Inclusion:
We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.
To all Recruitment Agencies:
At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.
To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.
To all Recruitment Agencies:
At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.
To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.