Customer Support Specialist

Odin; United Kingdom; Remote; GBP 30,000 - 45,000

Job description

Odin helps people to raise and deploy capital seamlessly

We envision a world where people can vote with their money on what the future looks like, and participate in creating it.

Our first product makes it radically easier for anyone, anywhere, to launch & run an investment firm - think "Shopify for asset managers". We handle all the “plumbing” and paperwork through one seamless platform - everything from setting up the legal structure for an investment vehicle through to processing exits.

We’re already trusted by over 10,000 VCs, angels and founders, and we're one of the fastest-growing fintechs in the UK, tripling income YoY. We've raised $3m in seed funding from top angels, family offices and VCs to support our own growth, and we are just getting started.

The Role

Reporting to our Head of Operations, you’ll:

• Be the frontline point of contact for customer support, handling emails, chats and calls from our customers
• Proactively and thoughtfully address customer issues through active listening and a comprehensive understanding of our products and services
• Deliver high customer satisfaction scores by being truly customer-centric and a skilful problem-solver
• Collaborate with the team to troubleshoot problems by leaving internal notes and sharing feedback with our product team and correctly tagging tickets for future data analysis
• Champion the customer perspective, understanding their pain points, and leveraging this insight to initiate positive changes to the Odin customer experiences within Odin

Must-Have Qualities

• You're Detail-Oriented. Your ability to pay meticulous attention to small details is what sets you apart. You genuinely care about the details and can suggest improvements to templates and documents with an eye for precision.
• You're a Brilliant Communicator. Whether in written or verbal form, you understand the importance of effective and clear communication in all aspects of the role. You understand the sensitivity that customers face, and have the ability to communicate empathetically and work on improvements to enhance customer communication.
• You have a customer-centric focus. Your genuine care for the customer is evident in your approach, making it a point to understand their needs, concerns, and expectations. Your dedication to customer satisfaction goes beyond tasks; it's a commitment to ensuring a positive and fulfilling experience for every customer interaction.
• You're Adaptable and a Fast Learner. Your capacity to adapt to new processes, regulations, and tools with the right coaching is essential.

Your Experience & Background

Must-have

• You’ve got experience in a Customer role within a fintech or regulated environment.
• Familiarity with Zendesk and Airtable would be a definite plus.

Nice-to-have

• You have a keen interest in technology, venture capital, and angel investing.

The Hiring Process

1. Odin Aptitude Test (40 mins) – This is the first step, where we assess how you think and approach problem-solving. You’ll receive feedback within 24 hours.
2. Call with Imani, our People & Talent Lead (30 mins) – A conversation to explore the role, learn more about Odin, and ensure there’s a strong mutual fit.
3. Live Workshop with the Team (1 hour) – A collaborative session where you’ll engage in real-world problem-solving with the team.
4. Final Interview with the Founders (30 mins) – A discussion with Mary & Paddy to assess alignment with our values and vision.

Before each step, we’ll make sure you know what to expect. Regardless of the outcome, we provide detailed feedback within 24 hours. Our hiring process typically takes two weeks, though we’re flexible based on your availability.

Your Location

This role is fully remote, and you must be based in the UK.

Salary

The salary band for this role is £30,000 - £45,000 + equity options. We'll consider where your experience falls within our framework. During our process, we'll take your background and capabilities into consideration and use our internal levelling to assess your salary at Odin.

Working at Odin

We encourage a balanced way of working. We’re a fast-growing startup building something very ambitious, and we expect you to work hard, and relish this challenge. However, we also offer flexibility, and we support your life outside of work so you can bring your best to the table.

Our benefits include:

• Remote-First – Work from anywhere in the UK, with the flexibility to use our London office or co-working spaces when it suits you.
• Health & Wellbeing – Private health insurance (Vitality), paid sick leave, and free access to Spill for mental health support.
• Parental Leave – Enhanced maternity, adoption, paternity, and partner leave, plus support for pregnancy loss and fertility treatments.
• Flexible Working – Work remotely with flexible hours between 7 AM and 10 PM.
• Home Office Support – £900 budget for setup + co-working space options.
• Expense Card – Your own company card for work-related spending.
• Social Budgets – Monthly budget to meet teammates in person or remotely.
• Work From Anywhere – The freedom to work from anywhere in the world.
• Summer Offsite – Annual team retreat to connect and collaborate.
• Equity – Share in Odin’s success with stock options for all permanent employees.
• Cycle to Work – Save on a bike and accessories through the Cycle to Work scheme.
• Pension – 4% employer contribution, with salary sacrifice options and NI savings reinvested into your pension.
• Learning & Wellness – £1,000 annual budget for courses, training, therapy, or fitness.
• Time Off – 25 days of annual leave, 2 wellness days, and flexible bank holidays (33 days total).

Accessibility Adjustments ️

We’re committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply.