Customer Support Manager

We’re looking for an experienced Customer Support professional to join our Global Customer Support team. The person in this role will be splitting their time between processing escalated customer queries, delivering projects and tasks focused on our strategic goals and attending meetings with stakeholders.

This is a mid-level role, ideal for someone who is able to work independently and use data and analytics to come up with and deliver solutions driving the right outcomes. You need to be able to wear many hats, take initiative and effectively prioritise your work. If you’re up for the challenge of taking ownership of a specific area of Global Support and driving the right results, please apply below.

Please note that this role requires some flexibility in work hours - some of our stakeholders are based in different time zones and you will be required to attend regular meetings with them.

 

What you will be doing:

  • Working directly with ClearScore users to help them with escalated queries (e.g. fraud, bugs, disputes)
  • Become a subject matter expert in a specific area and really understand who our ClearScore users are and what they need
  • Using data and relationships with internal and external stakeholders, take initiative to come up with solutions that will proactively offer customers the information and help they are seeking
  • Owning the voice of the user in your domain and creating an internal feedback loop between the product teams and the customer

 

Skills we'd love you to have

  • Customer obsessed
  • Passionate about helping people and resolving queries
  • Strong experience in customer service or customer support roles
  • Experience in managing strategic relationships is a plus
  • Proven ability to deliver tasks and small projects to specific deadlines
  • Excellent command of English language
  • Strong writing skills
  • Keen attention to detail and analytical skills
  • Ability to work independently and manage your own work to deliver on strategic objectives
  • Excellent time management and organisation skills with the ability to multitask
  • Willingness to learn and experiment

 

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 18 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.

Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

 

Benefits:

  • 25 paid holidays and a “duvet day” on your birthday
  • Hybrid Work Environment: Attending the office 2-3 days per week with flexible work-life balance allowing you to thrive both in the office and from the comfort of your own space.
  • Private health and dental cover
  • GP office visits
  • Life assurance scheme
  • Up to 6% matched pension
  • Brown bags with guest speakers
  • Dog-friendly office
  • Daily breakfast and free snacks
  • Free sports and social clubs
  • Generous training allowance
  • Fast progression
  • Leadership-led training
  • Regular well-being events
  • In-house psychotherapist
  • Financial coach to help you plan and achieve your goals
  • Physical and mental health support through BUPA
  • No clock-watching culture
  • Generous maternity and paternity plans
  • Culture and inclusion representatives
  • Transparent pay structure and a career growth plan

 

Inclusion Policy

We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice at https://www.clearscore.com/people-notice.

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