We're looking for a motivated, well-organised great communicator to join our customer support team.

We’re a well-established and fast-growing FinTech startup based in the Isle of Man. Our technology powers card payment acceptance for thousands of customers across the UK, handling millions of payment transactions.

As a customer support representative, you’ll play a crucial role in providing first-class customer service to our small business customers, including answering general and technical queries by phone (both inbound and outbound), email and live chat, as well as helping to onboard new customers and generating reports and statements for customers. You’ll take an intelligent approach to understanding issues that occur, and will develop the ability to resolve them professionally and accurately in a timely manner.

Responsibilities and Duties

You will be working as part of our small customer support team. You will be expected to take personal responsibility for your daily tasks, working closely with your colleagues. This will include preparing and dispatching card payment processing equipment, opening and closing customer accounts and maintaining detailed written records.

Alongside your daily duties, you will be expected to proactively identify, plan and implement continuous improvements to our customer support workflows. This will include developing internal best practice playbooks and implementing systematic improvements, including writing and updating customer-facing knowledge base answers and internal procedures.

Your main duties will be in the following areas:

Answering customer queries

Customer queries are received through telephone calls, text messages, WhatsApp, email and live chat.

• Diligently prioritise and manage a shared support inbox.

• Answer phone calls and assist customers who need help, writing clear notes for your colleagues.

• Respond to email, live chat, and WhatsApp messages in a professional manner.

• Work closely with customers to understand the challenges they are facing and share feedback with the business.

Opening customer accounts

When new customers join us, you’ll open their account and ensure they are sent the necessary information and instructions on how to use the service.

• Open the account and allocating a card payment terminal.

• Maintain detailed and accurate records of the terminal and SIM

• Complete verification checks on new account openings, requesting additional information from customers when required.

• Send welcome emails with login information

Inventory management

Inventory management is an essential part of the operation. You’ll help by:

• Ensuring stock levels are communicated within the business

• Charging, configuring and preparing payment terminals for dispatch

• Processing faulty and damaged returns, and checking warranty status before sending replacements.

• Maintaining adequate stock levels of consumables such as SIM cards, stickers and signage.

• Recording dispatch information

Tools

You will work with a variety of tools including:

• Slack

• Google Workspace (Docs, Sheets)

• Missive

• Aircall

• Trello

Requirements

You must have a proven ability to communicate clearly (both written and oral communication), treating customers with respect and demonstrating understanding of their issues.

You should be a well-organised person who can confidently plan and execute a to-do list while juggling competing priorities, including managing a busy inbox.

You should also be able to demonstrate your commitment to developing your skills - a great attitude and growth mindset are important.

Essential

• Experience in a similar role, such as a customer service position.

• Strong skills in verbal and written communication.

• Ability to work accurately under pressure.

• Active team player and multitasker who can quickly adjust priorities.

• Can-do attitude, self-motivated with an entrepreneurial mindset.

• Strong computer literacy including spreadsheets, documents and email.

Desirable but not essential

• Experience in a Business-to-Business sector, particularly in software or payments.

• Good knowledge of consumer technology including Chrome, iOS and Android

Location, Remote Work and Relocating

You will be primarily based at our office in the Isle of Man (Euromanx House, Freeport). This is not a remote position and it is generally not possible to work from home.

We may be able to provide support to candidates who are relocating to the Isle of Man (see locate.im for more information) - please note that we receive a large number of speculative applications which are not suitable; if you are looking to relocate to the Island, please explain your circumstances clearly in your application.

Salary and Benefits

Compensation range from £23,000 - £28,000 depending on your experience level. Perks include:

• Generous holiday allowance (25 days plus bank holidays)

• Flexible hours

• Relocation support

• Cycle to work scheme

• Modern computer equipment and peripherals

Equality and inclusion

In building our team, we strive to be a diverse and inclusive place to work. We are committed to equal opportunity and we strongly encourage applications from under-represented groups.