Customer Support Agent

About Bits:

Bits is a rapidly growing fintech startup based in London, committed to promoting financial inclusion and providing credit-building solutions to individuals who have been overlooked by traditional lenders. With our innovative approach, we have quickly gained traction and currently serve over 300,000 customers across the UK.

We are currently hiring 1-2 Customer Support Agents 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.

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 Agent at Bits, you will provide support across a variety of channels to aid customers in their credit building journey.

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

Responsibilities:

1. Engage with customers through email, phone and live chat, providing prompt and accurate responses
2. Assist customers with inquiries, troubleshoot issues, and provide product information
3. Educate customers on our services and assist with account-related inquiries and updates
4. Document customer interactions and update customer records with accurate information
5. Follow company guidelines and procedures to ensure consistent and quality customer service
6. Collaborate with cross-functional teams to address customer needs and escalate issues when necessary

Requirements:

1. You will have 2-7 years experience in customer support, ideally at a tech company.
2. Previous customer service experience, preferably in a live chat & email support role
3. Excellent written communication skills with a strong command of grammar and spelling
4. You're able to show empathy for the customer, and to understand the stressful environment a lot of our customers operate in.
5. Ability to multitask and respond to live chat inquiries in a timely manner
6. Strong problem-solving and critical-thinking abilities
7. Customer-focused mindset with a positive and empathetic approach
8. Proficient in typing and navigating computer systems
9. Knowledge of financial services and products is a plus
10. High school diploma or equivalent
11. Availability to work on weekends not compulsory but preferred

Benefits:

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

Interview Process:

1. Interview with Head of HR
2. In-person assignment (Date TBC)
3. Interview with Customer Support Manager.
4. A final interview with CEO