Customer Support Agent
Customer Support Agent
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Job Description
Customer Support Agent
Edinburgh
- Are you curious excited by experimentation and always looking to innovate
- Do you want to work in embedded payments where you can keep learning and developing whilst getting handson experience
- Do you want to have the opportunity to part of a collaborate team and become a trusted advisor and expert on finance and payments
If so we would love to connect and collaborate!
We want to hire ambitious and valueadding talent into Modulr one of the fastest growing payments businesses in the UK and Europe.
About Us
At Modulr our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses from SMEs to Enterprise initially across the UK and Europe to efficiently payin collect and disburse funds instantly via a range of payment schemes accounts and card products.
We have created an industryleading API platform with comprehensive online tools and access to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms including Sage Xero BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems forhundreds of clients in a range of industries including Travel Lending Wage Advance and Investment & Wealth.
We are deeply integrated into the payment ecosystem. In the UK we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS Open Banking SEPA SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.
Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.
Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giantsPayPalandFIS as well as growth investorsBlenheim ChalcotGeneral AtlanticFrog Capitaland HighlandEurope.
Modulr now has over 400 employees spread globally across offices in London Edinburgh Amsterdam and Mumbai.
Modulr Values
- Building the extraordinary; going that extra mile.
- Owning the opportunity; be passionate and proud of the time you invest.
- Move at pace; reach goals faster whilst supported on your career journey.
- Achieve it together working collaboratively and being a Modulite.
The Team
The wider business teams are based in Edinburgh London Amsterdam and Mumbai. Modulr has an officefirst policy as facetoface and ad hoc collaboration will maximise our ability to meet our ambitious growth and profitability goals. In practise we expect our colleagues to be inoffice at least 4 days per week.
The Role
Key responsibilities
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 youll become a trusted advisor and expert on finance and payments. Were 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.
About You:
The successful Customer Support Agent will have a trackrecord in delivering results in a fastmoving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.
- 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 fastpaced constantly changing environment. You and your team are expected to be selfleading 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 (35hour week) and also the capability to provide 24/7 out of hours support on a rota basis (1 week in 4)
Skills and experience were interested in:
- 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
What can Modulr offer you
You will be part of a cross disciplinary team(s) with coworkers located in Edinburgh London Amsterdam and India. We are friendly and sociable challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.
- Share Options Incentive Scheme.
- Company Bonus the more successful we are together the greater the reward.
- Flexible benefits 1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance gym membership health checks etc.
- Perkbox enjoy freebies and discounts on many other products and services.
- 33 days holiday (including bank holidays) & your birthday off choose which days you take off to relax and/or spend time with loved ones.
- Learning Opportunities on joining Modulr you will embark on our 2day onboarding programme called ModStart to be equipped with the Modulr knowhow and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
- Modulr handson join your colleagues for our company wide events throughout the year.
- Great workspace Modulr thrives on innovation which is best done through inperson collaboration. This approach enables us to work together closely exchange ideas and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh Scale Space in London and WeWork in Amsterdam.
- Bike to work / Ebike scheme.
ModInclusion
At Modulr we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team its also the right thing to do for our business the community we operate in and attracting future talent. As part of our approach we actively welcome applications from candidates with diverse backgrounds.
By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing but please note that this means we will no longer consider you for the role you have applied for.
Required Experience:
Unclear Seniority
Employment Type
Full Time
