Customer Support Agent Edinburgh, Scotland
Job description
We are a young company growing fast. Our vision is to be the embedded payments leader, , enabling any software platform to become a payments business. We deliver a complete digital payments service which our customers embed in their software via our API-first platform.
About the Role
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.
The key tasks of your role will include:
- 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)
About You: To join us as a Customer Support Agent, you'll need:
- 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
- European language skills or Experience of working with overseas (European) clients
Align to our values...
We believe in The Modulr Way. Our Modulites work to:
- Build the extraordinary: Ambition and commitment
- Own the opportunity: Ownership and accountability
- Move at pace: Performance and quality
- Achieve it together: Honesty and respect
We look to build great things, collaboratively and collectively, and every Modulite is empowered to drive their own contribution.
Modulr benefits
- Share incentive, choose how you invest into our share scheme
- Company Bonus, the more successful we are together, the more company bonus we offer
- Flexible benefits, from a variety of benefits choose which suit your lifestyle and needs
- 34 days holiday, choose which days you take off to relax or spend time with loved ones
- Birthday and well-being days off, because we care about you
- Learning Opportunities, enhance your career through our learning channels and platforms
- Modulr hands-on, join your colleagues for our company wide events
Life at Modulr
You'll be part of a cross disciplinary team(s), some might be in Edinburgh, London, Dublin or Amsterdam. We are a challenging organisation but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow, we want you to be with us along the journey if you believe in it. Our culture and values are putting you first.
ModInclusion
We believe that by seeing Modulr, and the world, from all sorts of angles, we can make life better for all. We want you to know that the things that make you, you — like your identity, age, ability, and background — are things that we will always celebrate and support with open arms.
