Job Description

This isn't your typical "customer service" role. You'll be the voice of Sidekick for our customers - guiding them through onboarding, funding, transfers, and everyday account queries with clarity, care, and confidence.


But you'll go beyond answering tickets. You'll help shape how Sidekick feels for every customer - working closely with our product, engineering, and compliance teams to make the experience simpler, smoother, and more empowering.


You'll be joining at a pivotal time: early enough to make a real impact, but with the support and structure to build a long-term career in fintech and wealth management.

What You'll Do

Day-to-day, you'll:

Support customers via

live chat, email, and phone

using Intercom. Guide customers through onboarding, funding, withdrawals, and portfolio basics. Manage tickets across multiple queues, owning each issue from start to finish. Provide clear, plain-English responses that build trust and confidence. Partner with Product and Engineering to share insights and help refine our experience. Spot opportunities to improve help content, FAQs, and internal playbooks. Keep accurate, compliant records - ensuring every interaction is audit-ready. Champion quality over volume - solving issues right the first time.

What You'll Learn

We'll teach you how wealth management works - from ISAs to market orders and transfers - while you master communication, compliance, and customer experience at a fast-growing fintech.


Over time, you'll have the chance to

grow into senior support, operations, or even wealth coaching roles

, depending on where your interests take you.

Requirements

We're looking for someone who brings energy, empathy, and curiosity to every conversation.


Someone who wants to build - not just follow scripts.

? You'll thrive here if you:

Care deeply about customers and enjoy solving problems with empathy and clarity. Communicate confidently - whether it's writing, chat, or phone. Have great attention to detail and take pride in getting things right. Are calm under pressure, especially when customers are stressed or uncertain. Love learning about fintech, investing, and how money really works. Are eager to grow - you might be a recent graduate or early in your career but ready to move fast and take ownership. (Bonus) Have experience in a

regulated environment

- banking, fintech, or financial services - and understand what great service looks like when people's money is involved.

Benefits

What We Offer

Competitive salary + equity package 25 days holiday + your birthday off SimplyHealth benefits Learning & development budget Hybrid work (3-4 days in Cardiff office) A genuinely supportive, collaborative environment where great ideas rise fast

Diversity & Inclusion

At Sidekick, we're unlocking wealth-building for a new generation - and that starts with diversity.


We're committed to creating a workplace where everyone can thrive, whatever their background.


If you're excited by the role but don't tick every box, we'd still love to hear from you.