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Customer Operations Exec

full-time Coconut London

There’s a big shift in the way people work towards self-employment and entrepreneurship in the UK and around the world. Coconut is building the Platform to help personal business owners manage their money and improve their financial well-being.

We launched our first product in January 2018 - a current account that manages tax and expenses for freelancers and self-employed people. We’re at an exciting point in our journey: opened our first 1,300 accounts and have 12,000 signed up to our waiting list. Our mission is to be the trusted business partner for 1m personal businesses by 2023 in the UK alone.

In order to achieve this we need more incredible people in our team to take care of our growing community. We are now looking for a highly driven Customer Operations Exec to provide exceptional service for our customers and help us ensure the product maintains high quality.

About you

You are someone who loves to solve problems and make people happy. You also find equal enjoyment in tried and tested processes as well as finding new and creative ways to tackle challenges. Customer support roles come naturally to you.

You want to be part of something people care about and work to solve issues and problems our customers may face. You always make sure Coconut reaches its full potential, and if you think there are ways we can improve - youll share the idea with us. As an early joiner, you’ll be looking to become a pivotal member of the team and pick up more responsibility as it grows around you.

Here’s what we’re looking for:

  • You have experience delivering exceptional customer support.
  • You have improved outcomes for customers by implementing data-focussed processes.
  • You’ve got a needle-focussed eye for detail and a drive to reach your goals, whatever they are.
  • You are comfortable getting your hands dirty and talking directly to customers.
  • You are super organised and self-motivated.
  • Experience working in a regulated industry is a plus.

We’re a startup, so you can expect to have plenty of opportunities to develop within the team. With that, your primary responsibilities will include:

  • Delivering rapid responses to all customer chat and email queries/issues
  • Handling customer on-boarding with care and diligence
  • Reporting fraud and suspicious activity to senior teammates
  • Reporting on Customer Operations metrics
  • Finding ways to constantly improve your processes

Our Customer Operations team is young but preparing for scale. Fast. So you’ll be expected to jump on a steep learning curve, combining your Customer Support skills with financial regulation compliance. You’ll be trained in the detection and prevention of fraud and money-laundering and act as the gatekeeper for a Coconut account.

You’ll be helping customers by solving problems of varying complexity so it’s a good job you have an inquisitive nature.

Here’s what you’ll get working with us:

  • Be a member of a small growing team that is building something exceptional
  • Competitive salary + options available
  • Company pension with matched contributions
  • 25 days holiday (plus bank holidays)
  • Office very close to Old Street St
  • Work environment that values creativity, personal growth and collaboration
  • Continuous learning and development: you will be challenged with lots of responsibility and exciting projects

If Coconut sounds like a place youd like to work at, wed love to hear from you.
published: Nov. 23, 2018

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