Please only apply if you are happy to be based in our Camden (London) office 4-days a week and have significant experience in customer support.

About Bits:

Bits is a leading London-based fintech startup committed to promoting financial inclusion and assisting individuals in building credit. With the support of Y Combinator, our company has experienced rapid growth and currently serves over 300,000 customers throughout the UK.

About the role:

We are seeking a highly skilled and experienced Senior Customer Support Agent to join our team at Bits. In this role, you will play a critical role in delivering exceptional customer service and support. You will handle complex customer inquiries, troubleshoot issues, and support the growth and development of the customer support team.

Responsibilities:

• Provide high-level support to customers via email, chat, and phone
• Resolve complex customer issues efficiently and effectively
• Serve as a subject matter expert and mentor to junior customer support agents
• Continuously improve customer support processes and best practices
• Collaborate with cross-functional teams to resolve customer escalations
• Stay up-to-date with industry trends and developments in customer support

• Proven experience in a senior customer support role
• Exceptional communication and interpersonal skills
• Ability to handle complex customer inquiries and provide effective solutions
• Strong leadership and mentoring capabilities
• Experience in the fintech industry is highly desirable
• Proficiency in customer support software and tools
• High school diploma or equivalent; bachelor’s degree is a plus

• A competitive salary
• Hardware of your choosing
• 28 holidays a year pro rata, including public holidays
• A competitive market salary
• 28 days holidays/ year incl. UK/ England public & bank holidays
• Free fruit in the office
• Regular team meals