Customer Support Manager (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 Manager. Think this could be you? Keep reading.
What you will be doing
As a Customer Support Manager you will be helping us to take our relatively new Customer Support function to the next level (and beyond)!
In this role, you will have the opportunity to impact how our Customer Support team is run, as well as define and refine our processes. Around 30% of your working time will be spent assisting our customers via our chat support platform and servicing our inbound sales routing.
You’ll also be managing and supporting a small team of Customer Support Agents, and together the whole Support team is a vital part of helping us maintain exceptional customer satisfaction.
As expected from everyone at Ember, you will be also helping us in creating a working 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.
Experience and qualities that set you up for success
While we don’t expect you to meet every requirement we have, we do think there’s some experience that will be beneficial for you to flourish in this role.
We want to improve automation within Intercom, which is why we would value knowledge and ability in this area. We’d also love to hear more about your experience in a front-line customer support role, your ability to prioritise and manage time (for yourself and your team), and your passion for creating the best customer experience journey for all our clients!
This role will grow with the team and the company, and ideally you already have some people management experience, or a serious desire to move into a people management role and dedicate your time to supporting and training others.
We are all excited to help small businesses, and we hope you're at least equally enthusiastic!
What’s in it for you?
We know that a happy workforce is a productive one, which is why, at Ember, employees are our priority. Below you can find a sample of what to expect!
Compensation: £35,000 - 40,000 + Equity
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.
