Customer Support Specialist (Saturday & Sunday)

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Customer Support Specialist, you’ll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo!

We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here’s what you will be doing:

  • Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
  • Be the first port of call for customer complaints and concerns to make sure that they’re treated fairly
  • Show proactiveness and ownership skills to solve customer problems
  • Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
  • Identify customers who might be vulnerable and ensure we support them when needed
  • Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
  • Understand, prioritise and escalate customers’ feedback and feature requests to the product team
  • Support other members in the Operations team by being a point of contact and mentoring new joiners

Requirements

We’re looking for someone who:

  • Has front line or back office banking experience
  • Has experience in customer service in the financial services industry
  • Is interested in how technology can improve people’s lives
  • Enjoys the startup environment
  • Is customer focused
  • Has a high level of organisation
  • Has excellent written and verbal communication skills
  • Has a high level of empathy and the ability to connect with other people

Benefits

Remote working

Please note: you’ll be working Saturdays and Sundays. The shifts will be provided well in advance, but typically range between 6am – 10pm. You will be required to come in to the office 1 day per week. Successful candidates will need to commit to 2 weeks of training that will be held Monday – Friday from 9:00am – 5:30pm.

About Our Process:

We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it but our general structure is:

  • People screen interview – 30 mins
  • Technical interview challenge with the hiring manager – 45 mins
  • Culture champion interview – 30 mins
  • Head of division interview – 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.