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Customer Support Manager at Bits

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  • London
  • fulltime
  • £50,000 a year
  • -
  • Bits is a London based startup, backed by Y Combinator, that helps people build their credit score and history. Today, we support over 300,000 people across the UK and help them build credit.

    We are currently hiring 1-2 Customer Support Associates to support our growth. The role will be based in our office in Camden Town, London, and will require working on-site 5 days a week.

     

    The best part about working at Bits:


    Well, two things.


    First, the mission. Literally every day you will receive emails from people describing how Bits has solved a life changing problem that they struggled with for years. You will make a difference here.


    Second, the people. We are an eclectic mix of people. The one thing that we all share though is our commitment to the mission - unusually for a lending company, we don’t put people into debt, and we are customer-first in everything we do.

     

    About the role:

    Many consumers are still in the dark when it comes to how credit works, and it can often seem a confusing and stressful subject.


    As Customer Support Manager at Bits, you will lead a team of agents and be responsible for supporting the head of CS in growing the team and business.


    What the role involves:

    1. Processing customer requests and queries via telephone, email or instant message
    2. Investigating and resolving customer complaints quickly and patiently
    3. Keeping confidential records and financial information private and secure
    4. Learning how to use database systems and technology to deliver great customer support
    5. Communicating with customers effectively, and assisting with security checks, account enquiries or flagged account issues raised by the customer
    6. UK work visa sponsorship can be considered

    Requirements

    1. You will have 2-7 years experience in customer support, ideally at a tech company.
    2. Your are able to show empathy for the customer, and to understand the stressful environment a lot of our customers operate in.
    3. You work hard and get stuff done, always with a positive attitude and great communication skills.
    4. You can keep a cool head when things get tough, and have a mature personality.
    5. Good written and verbal communication skills

    Benefits

    1. A competitive salary
    2. Hardware of your choosing
    3. 28 holidays a year pro rata, including public holidays
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