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Customer Experience & Support Specialist at Juno

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  • Remote
  • fulltime

Description

Who we are:

At Juno, we’re on a mission to help the world get paid! Powered by Open Banking, the Juno platform enables instant, secure and frictionless payments between any person or business, without the need for cards, sharing account details or online wallets. Some of Europe’s leading venture capital investors are backing our vision but we need talented individuals to help us bring this to life. Join an ex-Crowdcube founding team on this exciting journey and play your part in the creation of a better financial future 🚀

Our ethos:

We’re a passionate team motivated by some big problems. Our people are at the heart of what we do and we believe in the importance of a flexible, balanced and enjoyable working environment catering to both physical and remote requirements. Here’s a bit more insight into our team and culture:

  • We’re agile - we have hustle, are scrappy and deliver quickly but beautifully
  • We don’t conform - we are disruptive, different and challenge the status quo
  • We’re empowered - we believe in ourselves, each other and equality
  • We take ownership - we’re all shareholders and each accountable for our shared success
  • We’re a community - we work best in a fun, safe and passionate environment
  • We celebrate diversity - we thrive through a diversity of views, backgrounds, sexes and genders
  • We’re creating profit with purpose - we balance shareholder needs with those of people and planet
  • We’re trusted - we value transparency, communication, honesty and ethics
  • We’re customer obsessed - we listen to, learn from and empathise with our customers
  • We embrace learning - we’re happy to fail fast and learn, be curious, systematic and resilient

Who you'll be:

You will be part of the Marketing & Community Team, a group of people dedicated to the holistic experience of our customers. You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! You’ll be the face of Juno and the main way our customers communicate with us.

We want to delight our customers in any way possible. We pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make payments better.

What you’ll be doing day-to-day:

  • Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants.
  • Communicating with our customers through a variety of different mediums, based on our customers' needs; whether that be through calls, social media platforms, email or in-app chat.
  • Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.
  • Dealing with payments-related queries, issues and investigating missing transfers.
  • Understanding, prioritising and escalating our customers' feedback and feature requests to the product team.
  • Making sure the rest of the company stays customer-focused

Requirements

To be the face of Juno and the main point of contact for our customer you will need to:

  • care deeply about delighting our customers
  • be great at explaining things to people, and have good written English
  • delight in investigating awkward problems, getting to the root cause and fixing them
  • know your way around social networks, and technology interests you
  • be friendly and organised

Benefits

Salary and benefits:

  • Compensation: Dependent on experience and a company pension scheme for full-time team member.
  • Equity: We want you to own what you’re building so you’ll get share options as a full-time team member.
  • Growth: We want you to grow with us so you get a training budget for professional development and annual salary reviews.
  • Flexibility: We’re currently working remotely. When restrictions ease, you can choose to work in one of our offices in London or the South West, at home, or a mix of both.
  • Holidays: Work-life balance is important so we offer 26 days paid holiday with bank holidays on top, and yes we want you to take them.
  • Technology: We will provide you with the kit you need to work, including a Macbook Pro or Microsoft Surface.
  • Community: We’re a friendly bunch and there’s always get-togethers and socials going on for those who want them
  • Wellness: Unlimited mental health support with Spill, and ad hoc care packages.

Billx is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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