Customer Support Agent (FinTech Startup) London, England
Job description
Team Ember is distributed – you can work from anywhere in the UK. Once a quarter, the whole Ember team gets together at our London HQ.
Diversity & Inclusion
At Ember, we believe in potential. We make sure our team have the opportunities in place to learn and grow, and value attitude as much as aptitude in our recruitment processes. Even if you don’t match 100% of the criteria, we still think you should apply - we want to hear from you!
We also believe diversity makes us stronger, and encourage applications from people of colour, neurodivergent people, members of the LGBTQ+ community, parents and carers, people with disabilities or any other background.
Who we are
We exist to make business easier for business owners. By automating the tax and accounting, we give power back to those running the show, making managing a business simpler, smarter and way cheaper.
At Ember, we embrace our individual strengths but come together as a team, and strive to create a people-first, safe and welcoming working environment for everyone to grow, develop, and succeed.
As a result, our team has…
️ Built a product our users love (check out our Trustpilot)!
️ Achieved a clear product-market fit
️ Raised close to £6m in funding
️ Made Ember one of the fastest growing Startups in the UK
However, this is just the beginning. We currently support over 1,500 businesses, and upcoming changes in legislation mean the millions of business owners who currently don’t use accounting software will be required to do so by law — and we’ll be ready and waiting to support them.
To join us on our journey, we’re currently looking for a Customer Support Agent. Think this could be you? Keep reading.
What you’d be doing
As a Customer Support Agent you will be a main point of contact for our users and an advocate of our modern accounting tool. Your primary task will be to help Ember's users navigate the world of accounting and our software whilst also supporting our expert accountants with more complex queries.
Not only that, but you’ll be helping us to create a supportive environment where everyone has a voice, can offer continuous feedback, and provide support for their colleagues.
So far, so good? You can read the full job description HERE.
Skills and qualities that set you up for success
We don’t expect you to have previous experience, and a lot of the learning will be done through training, and working in the role itself, but there are some skills and qualities that will be beneficial for you to flourish in this role.
We’d love to hear more about your ability to take initiative and prioritise tasks in a fast-paced team environment, and for this role in particular it's important to have excellent communication skills – this will come in especially handy when you communicate with our customers in a written format via our chat support platform.
This role will grow with the team and the company, and we hope you are equally as determined to help and support small business owners as we are!
What’s in it for you?
Compensation: £22,000 - 24,900 + Equity
We know that a happy workforce is a productive one, which is why, at Ember, employee well-being is a priority. Below you can find a sample of what to expect.
Share Options: Everything we do is down to our team & we believe that we should all own a part of what we're building — that's why we give equity in the company to everyone on our team.
Hybrid Working: Work where you do your best work. We have a beautiful London WeWork office that's available for anyone to use, we're also happy for you to work remotely or a bit of both.
Training Days: Everyone in the team is encouraged to take 1 day a month to spend on personal & professional development. This helps both you & Ember level up.
Learning & Education: We also provide everyone with an annual training budget of £1,000 to spend on books, courses and conferences!
Holiday: We offer 25 days of holiday a year, in addition to bank holidays – and we encourage you to use them all!
Socials: There's an amazing camaraderie among the team, and at least once a quarter, we all like to get together and let our hair down a bit. The Quarterly Kick-off is not one to miss!
Work from Abroad: Everyone in the team is also eligible to take up to 4 weeks a year working from abroad. Whether it's Barcelona or Berlin - you can check into the local WeWork and go about your business.
Health & Wellbeing: We offer paid sick leave for both physical & mental health including any period complications or pains), as well as on-demand access to mental health support via our partners at Oliva.
