Senior Customer Support Associate

📋 Description

• Own the end-to-end customer experience across the full deal lifecycle.
• Respond to inbound support and legal/compliance questions.
• Triage urgency and risk; route to Product/Ops/Compliance.
• Reduce tickets by root-cause analysis and product feedback.
• Advocate for customers until issues are fixed; close the loop.
• Set standards for customer interactions; document best practices.

🎯 Requirements

• Pride in customer-facing work; treat it as a craft.
• 5+ years in customer-facing roles; finance/regulatory experience a plus.
• Calm and clear under pressure; confident, peer-level, no fluff.
• Root-cause mindset; fix root causes, not power through.
• Tool-first and AI-fluent; built AI-driven automations.
• High conviction; push back when needed; be useful.

🎁 Benefits

• Private health insurance and mental health support
• £1,000 annual budget for health, therapy or fitness
• Enhanced parental leave (maternity, adoption, paternity, partner)
• 4% employer pension contribution with salary sacrifice
• 25 days annual leave, 2 wellness days and flexible bank holidays
• Work From Anywhere: up to 6 weeks per year