Customer Experience Associate
Skills
About the Role
You will support customers through live calls, email, and chat while diagnosing issues across payments, cards, travel, accounting integrations, and bank linking. You will own escalations through resolution, collaborate with internal functions, use AI tools, and improve workflows, automations, and knowledge resources.
Requirements
- Use AI tools, including Claude, Notion AI, research tools, and workflow tools
- Hold technical conversations about APIs, bank integrations, and accounting software
- Manage competing priorities across multiple open issues and internal teams
- Write clearly and concisely
- Communicate comfortably by phone
- Demonstrate strong CSAT, QA, and speed-of-service performance
- Have the right to work in the United Kingdom
Responsibilities
- Engage with customers through live calls, email, and chat
- Diagnose issues across payments, cards, travel, accounting integrations, and bank linking
- Manage escalations end-to-end and coordinate with internal stakeholders
- Use AI-powered research and proprietary tools to resolve issues and provide feedback
- Improve processes, SOPs, knowledge-base content, and automations
- Communicate resolutions and expectations clearly and empathetically
Benefits
- Equity
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Private medical insurance through Freedom Elite
- Virtual GP and at-home care via eMed x Livi
- Workplace pension through Penfold with salary sacrifice option
- Parental leave
