Customer Support Agent

As a Customer Support Agent at Modulr you will consistently deliver a world class experience to our customers and partners. Daily you will be responsible for monitoring and responding to enquiries via web, email, phone and other channels.  This will involve investigating and diagnosing issues using company and online resources to solve any problems and maintaining communication and issue logs in compliance with policies and legislation.

Over time you’ll become a trusted advisor and expert on finance and payments.  We’re growing quickly and always innovating, so there will be opportunities to identify and improve processes, provide feedback to the product teams and test new features.

Career Development Opportunities

We are investing our recently raised £14m in scale-up capital to fuel growth.

The capital will support the continued growth of the teams located in London and Edinburgh, two of the UK & Europe’s leading FinTech hubs. The recent establishment of an additional office in Dublin will be the focus for expansion into Europe.

From a Customer Support perspective, there is no better time to be joining Modulr, we're constantly evolving our offering with regards to career development opportunities, and of course aim to provide a great environment to work in.

About you and the team

• You will be a part of a team that is always striving to improve the quality of service we provide to customers
• We are motivated to go the extra mile and see complex issues through to resolution, we will expect the same from new joiners
• It is important for you to demonstrate an understanding and supportive approach to your customers
• You have an interest in finance or technology and are keen to develop a career in these sectors
• You take pride in the level of service you provide and take ownership of the customer experience
• You have an inquisitive mind and proactive approach to problem solving and issue resolution
• We have a fast-paced, constantly changing environment. You and your team are expected to be self-leading and at times work independently
• The culture is one of sharing knowledge and ideas about how we can improve, your contribution will be valued
• You will have the flexibility to work between the hours of 8am and 6pm Monday – Friday (35-hour week), and also the capability to provide 24/7 out of hours support on a rota basis (1 week in 4)

Skills and experience we’re interested in

• Experience supporting customers via phone and email
• Experience providing 1st line technical support or troubleshooting a technology product is beneficial but not required
• Confidence when communicating with customers combined with the ability to effectively tailor your communication style to differing audiences
• Complaint handling experience would be beneficial but is not essential
• A high level of attention to detail
• An academic background in finance, technology or business would be beneficial but is not essential