Senior Customer Support Executive

At Sidekick we're looking for a Senior Customer Support Executive to join our team.

Position: Senior Customer Support Executive

Team: Operations Team

Location: London (4 days in office)

Type: Full-time

About Sidekick

Sidekick is a next-generation investment platform designed to serve the aspirational mass affluent customer who seeks sophisticated, wealth-building opportunities typically reserved for the ultra-wealthy. Our mission is to democratise access to these advantages by offering innovative, data-driven investment products tailored for retail customers. This includes an innovative suite of public market portfolios with personalisation options, access to alternative investments, and a cash management solution to maximise yield on cash.

Our team is a small group of entrepreneurs, investors, and technologists with a track record of building, scaling, and exiting successful fintech businesses. Backed by £8 million in funding, we’re still early in our journey and are looking for talented innovators excited to make a lasting impact on the industry. If you want to help shape Sidekick’s future from the ground up, we’d love to hear from you!

Role Overview

As a Senior Customer Support Agent, you will play a key role in supporting our customers while ensuring Sidekick’s adherence to robust compliance standards. Leveraging your expertise in AML, KYC, and customer due diligence, you will help manage onboarding, transaction monitoring, and ongoing customer reviews, while collaborating closely with the Head of Compliance on complex and high-risk cases. This is an opportunity to work in a fast-paced, innovative environment, contributing directly to the success of our platform and the satisfaction of our customers.

Key Responsibilities

Customer Support

• Act as a trusted point of contact for customer inquiries via email, chat, and phone, delivering exceptional service and resolution.
• Support complaints handling processes, helping to ensure timely and satisfactory resolution in line with company and regulatory policies.
• Execute payment requests on customers' behalf, ensuring accuracy and prompt execution.
• Gather and analyse customer feedback to identify pain points and recommend improvements to the user experience.
• Collaborate with cross-functional teams to address customer challenges and improve the overall experience.

Onboarding Reviews

• Oversee customer onboarding by verifying documentation, conducting AML/KYC checks, and completing customer due diligence.
• Manage enhanced due diligence (EDD) for high-risk profiles, ensuring a smooth and compliant onboarding process.
• Identify and escalate incomplete or suspicious applications for further investigation.

AML Support

• Conduct transaction reviews to identify irregularities, ensuring compliance with AML standards.
• Investigate and escalate high-risk transactions, documenting findings for compliance review.
• Maintain meticulous records for regulatory and audit purposes.

Ongoing Monitoring & Compliance Support

• Conduct periodic reviews of existing customer accounts to assess changes or potential risks.
• Collaborate with the Head of Compliance on reporting, audits, and regulatory submissions.
• Identify opportunities for process improvement and contribute to the development of compliance workflows.
• Ensure GDPR compliance in handling customer data, addressing subject access requests (SARs), and responding to data-related queries.

Required Skills & Qualifications

Experience:

• Minimum of 3+ years in a compliance or customer support role, with a strong focus on AML/KYC within financial services, fintech, or a regulated industry.
• Hands-on experience in customer due diligence (CDD) and enhanced due diligence (EDD).

Compliance Knowledge:

• Knowledge of AML and KYC regulations, including their practical application in customer management and transaction monitoring.
• Familiarity with evolving regulatory landscapes and best practices.

Technical Skills:

• Experience with AML tools advantageous (e.g. Onfido / Alloy).
• Previous experience with Kustomer desirable.

Soft Skills:

• Exceptional attention to detail and critical thinking skills.
• Strong communication abilities, with the capacity to explain complex compliance concepts clearly and effectively.
• Proven ability to work independently while knowing when to seek guidance.
• Organised and efficient, capable of managing competing priorities in a fast-paced environment.

What We Offer

• Opportunity to work in an innovative, high-growth fintech environment.
• A chance to make a meaningful impact and shape the future of Sidekick.
• Professional growth and development opportunities, including training and mentorship.
• Collaborative, mission-driven team culture.
• Competitive salary and equity options.
• 1 month work anywhere allowance.
• Simply health cash plan.
• Access to Spill mental health services.
• Work from home set-up allowance.
• 25 days holiday (plus Bank Holidays).
• Your birthday off.
• Regular team socials.

Apply for the job

Do you want to join our team as our new Senior Customer Support Executive? Then we'd love to hear about you!