Senior Customer Support Agent, Bits
Work in Startups
4 days a week in office (Camden, London)
Store card for building credit
Job no longer available
Store card for building credit
21-100 employees
Job no longer available
4 days a week in office (Camden, London)
21-100 employees
Company mission
To promote financial inclusion by providing a path to credit for those neglected by mainstream lenders.
Role
Who you are
- Proven experience in a customer support management role
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Experience in the fintech industry is a plus
- Ability to handle high-pressure situations and resolve customer complaints
- Proficient in customer support software and tools
- Knowledge of customer support metrics and reporting
- Bachelor's degree in a relevant field
What the job involves
- As the Customer Support Manager at Bits, you will be a vital part of our team, responsible for managing and overseeing the customer support operations
- You will lead a team of dedicated customer support associates and ensure the delivery of exceptional customer service and support
- This is an exciting opportunity to work in a startup environment and contribute to our mission of bringing financial opportunities to those in need
- Manage and provide leadership to the customer support team
- Establish and implement customer support policies, processes, and procedures
- Ensure the team's productivity and efficiency in handling customer inquiries and issues
- Monitor customer satisfaction metrics and make improvements as necessary
- Collaborate with cross-functional teams to address customer needs and concerns
- Identify areas for improvement and implement initiatives to enhance the customer support experience
- Stay up-to-date with industry trends and best practices in customer support
Salary benchmarks
Otta's take
Theo Margolius
COO of Otta
Oftentimes, the advice to those with low credit is to build it up with the careful use of high-interest credit cards. However, this comes with the obvious downside of being high risk as well as high reward. Bits, instead, helps people with low credit to improve their scores with a subscription store card that lets them access in-store savings while quickly raising their credit score.
Millions of people in the UK have difficulty accessing financial services due to their credit scores, so it is no surprise that a number of other startups like Pockit and Portify have emerged offering alternative products for this underserved group. Bits, however, stands out for its unique approach that doesn’t put people into any debt at all - with the company making no money on interest.
As Bits has grown, it has expanded its product and now reports to Equifax and TransUnion on top of Experian. Boasting 300,000 users and a strong rating on Trustpilot, it is clear the company has already made an impact and it will be interesting to see what it does in the future.
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Aug 2020
$0.2m
SEED
Oct 2018
$0.2m
SEED
Total funding: $0.4m
Company benefits
- Free fruit in the office
- 28 days holiday, including bank/national holidays
- Laptop and phone of your choosing
- Regular team meals
- Team socials
Company HQ
Westminster, London, UK
Articles
Founders
Faisal Khalid
(CEO)A Harvard graduate in Economics, Faisal has over a decade of experience in major payment companies such as American Express. More recently, they founded Paysnapp, an online payment service for low income migrant workers which was acquired by VFD bank.
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