Job Description

Don't meet every requirement? Apply anyway! Studies show that women or people of colour are less likely to apply for jobs unless they meet every requirement. If you think you're slightly underqualified, don't be discouraged to apply. You can help make Crowdcube a better place.

As an Equal Opportunity Employer we are committed to building a diverse team that feels valued. We do not discriminate based on race, colour, national origin, sexual orientation, gender, age, religion, mental or physical disability, or any way you represent yourself. We strongly believe diversity makes for more successful teams and it's essential for success.

Job Outline:

We are looking for an International Customer Experience Specialist to join our Customer Experience Team. This is a diverse role and we are looking for someone who is passionate about providing the best experience and will drive to ensure such experience; who is interested in working in the start-up industry and with investors.


This role will be based in our Exeter office.

Who we are:

As a leading European retail investment marketplace, Crowdcube raises finance for Europe's hottest high-growth businesses by giving investors the opportunity to back businesses they believe in.


Crowdcube was inspired by an unshakable belief in entrepreneurs that dream big, push at the edges and want to make a difference. Our mission is to democratise investment, helping to fuel the next generation of business who want to leave a mark on the world.


Since founding in 2011, our investor community of 1.7m+ has helped to raise more than 1.4 billion for over 1,300 mission-driven businesses across Europe, such as ZOE, Nothing, Qonto, Finary, Revolut, Cowboy, Monzo, Heura, Brewdog, Grind, Chip & what3words.

What you will be doing:

Being the first point of contact for investors and companies in the EU and UK to support and resolve their queries in-line with our SLAs. Work with other departments to get the information you need to support and resolve investor and company queries. Participate in meetings to keep up to date with other departments and funded companies' actions. Handling investor complaints in the first instance, and escalating as per procedure. Send investor updates via our CRM system. Assist the Closing Team with investor queries regarding their payments and issuing payments when needed. Assist the AML Team with investor queries regarding their payments and conducting AML checks when needed. Assist and cover the Closing Team during periods of annual leave.

In addition, support the CX Team Lead to continuously improve the customer experience, this includes (but not limited to):

Being proactive and raising areas of improvement. Raise product issues and work with our Engineering Team in resolving in a timely manner.

Ideally you will have:

Excellent written and verbal communication skills in English are essential. Fluency in French and/or Spanish is an advantage but not essential. Previous experience in a customer related role. Excellent customer service skills. Meticulous attention to detail. Extremely organised with the ability to prioritise your own workload and manage your own time effectively. Adaptability in the face of changing and short-notice deadlines. Proven knowledge of MS Office and Google Apps for work. Proven knowledge of a CX system such as Zendesk or Intercomm, in particular use of AI capabilities

In addition, resonate with the following:

Start-up DNA: Be resilient, get things done, 80/20, are comfortable with uncertainty, adaptable to change, used to working in a fast-paced and ever-changing environment and know when to fight for the right thing and when to say no. Communicator: Articulate, Persuasive, Good listener, Empathetic Questioning: Curious, Open-minded, Comfortable expressing their opinions,Healthy disrespect for the status quo Methodical: Logical, Data-driven, Well informed Practical: Detail oriented, Pragmatic, Organised, Good under pressure Energetic: Outgoing, Passionate, Joyful, Positive, Optimistic, Bias to action Negotiation and Sales ability: Persuasive, Empathetic, Focused, Target driven Creative: Insightful, Innovative, Problem Solver

What we are offering:

We like to nurture talent and ensure members of our team develop and hone their skills through training, attending conferences and subscriptions to online courses. We're passionate and hard-working, and we take care of our team:

Salary of up to 35,000 (DOE) Participation in the employee share option plan (subject to the prevailing company policy at the time) 25 days holiday + bank holidays + holiday for tenure Pension Scheme at 4% matched (UK Residents Only) Private Medical Scheme with AXA including dental and optical cash plans Access to Oliva, a mental health platform Life Assurance Scheme (4 x salary) A well-being allowance of with a 400 per year An allocation of 600 per year towards professional development Cycle to Work Scheme * Company perks such as fruit, snacks and weekly office beers