Job Description

About Centtrip

Centtrip provides intelligent real-time treasury management, effective payment services and multi- currency solutions to organisations with internationally-mobile teams - music acts, road crew, marine, film production crew, consulting, legal and audit teams.

Our technology, premier financial services and dedication to customer experience have made us industry leaders and trusted partners to over 16,000 clients worldwide, including the world's largest superyachts and music's biggest, global touring acts. This has paved the way for success in other areas, including film, sports and media and aviation.

The role

Reporting to our Customer Success Team Lead, you will join a small team who solve problems and build relationships with our clients. You will be the first port-of-call for incoming client queries and requests via phone, email and chat.

We're looking to boost our existing support team. We have ambitious growth plans, so if you're excited by a challenge, love solving problems and are keen to make an impact as part of a small team in a fast-paced FinTech, we want to hear from you!

Working hours & location

This is a full-time hybrid role with the ability to work from home as well as from our Soho Office. You'll also need to be flexible to work evenings and weekends when required to serve our globally mobile clients. Our core customer support hours are currently 8am to 9pm (UK time) Monday to Friday. Early and Middle shifts will be worked in the office, however Late shifts will be worked remotely.

What you'll do

As a member of the Customer Success team, you'll work closely with our treasury, compliance, and sales teams to offer exceptional service to our demanding global clients.

Specifically, you'll:

Resolve a wide range of customer queries by phone, email and chat, manage expectations and provide an industry leading standard of support Identify opportunities to improve our operational processes and efficiency Identify opportunities for Centtrip to solve new problems for existing clients Identify gaps in and help create self-service content for our support site Act as the first line of defence against financial crime, flagging concerns where appropriate
You should apply if you:

Are over 18 years old Are great at solving complex customer problems, finding and helping fix the root cause Are empathetic and care about providing great service Are highly organised and able prioritise work while maintaining attention to detail Have excellent written English Have experience of working in a high volume, process driven role Know your way around technology and are confident learning how to use new software
Desirable Skills:

Experience in banking operations (complaints handling and chargeback experience highly desirable) Experience using Salesforce software Experience of international banking operations and foreign exchange
What we offer:

25 days annual leave plus UK bank holidays Private medical insurance and discounted gym membership Pension scheme Monthly wellbeing credits
Location: Hybrid

Type: Full-time

Duration: Permanent

Department: Customer Success

Reporting to: Customer Success Team Lead

Job Types: Full-time, Permanent

Benefits:

Company pension Cycle to work scheme Gym membership Private medical insurance Work from home
Schedule:

Monday to Friday
Application question(s):

Are you available to work shifts ranging between 8am-9pm? In how many weeks can you start work? What are your salary expectations for this role?
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London W1F