At a Glance
- Tasks: Support customers in using our innovative mortgage platform and enhance their experience.
- Company: Join Acre, a dynamic FinTech start-up transforming the mortgage market.
- Benefits: Enjoy 25 paid holidays, hybrid work, health cover, and personal development opportunities.
- Other info: Collaborative culture with opportunities for growth and mentorship.
- Why this job: Make a real impact in the FinTech space while learning from industry leaders.
- Qualifications: Strong communication skills and a passion for customer satisfaction.
The predicted salary is between 30000 - 42000 £ per year.
Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages. Our platform cuts out the unnecessary admin, pain and friction from buying a home. We are covering the entire journey, from figuring out what you can borrow to getting your keys. We are guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers. Over the past year, mortgage submissions through our platform have grown by 200%, a clear sign that we are helping mortgage businesses scale faster and smarter.
As we continue to grow, we are looking for ambitious people to join us in transforming the industry and shaping the future of home buying. The start of 2026 has already been exciting, as Acre is now part of The ClearScore Group. This partnership strengthens our ability to innovate and deliver the best mortgage and protection platform.
The Role
This role is an excellent opportunity to get unique exposure to working in a technology start-up and directly contribute to its growth. We are looking for an Associate with an interest in finance and technology that wants to help make the home buying process better. You will join our top-performing Customer Success team to help ensure that our firms are using Acre’s platform seamlessly as we continue to grow our market share. You will work closely with other Acre teams, as well as senior leadership, and get a unique insight into other key roles within Fintech start-ups such as Product Management, Software Engineering and Testing, Business Development, Marketing, and Innovation.
Responsibilities
- The role will constantly evolve to match the needs of the business and vary from day to day.
- You will begin by learning everything about Acre and our technology.
- Developing and maintaining a deep knowledge of our users and our product.
- Assisting brokers with their day-to-day support requests while providing them with outstanding customer experience via phone, email and screenshares.
- Be an advocate for our customers, using their feedback to improve our product, in collaboration with our product development team.
- Perform technical troubleshooting and problem-solving of customer queries.
- Delivering high quality webinar trainings to our customers on how to use Acre.
- Producing clear and simple communications around our product (e.g. release notes, knowledge base articles, training videos etc.).
About you
- Excellent at communicating with a customer focused attitude.
- Curious in nature and with a strong desire to achieve.
- Highly self-motivated and able to work independently.
- Have a strong attention to detail and goes above expectations.
- A resourceful, quick, sharp and creative problem solver.
- Passionate about people and making Acre customers happy.
- Thrives with ambiguity and makes the most of opportunities.
- Willing to come to our Shoreditch office at least twice a week.
- Availability to work the occasional Saturday.
What we offer
- The chance to make an impact within a Fintech in a unique position to make a difference to the mortgage market.
- 25 paid holidays and a “duvet day” on your birthday.
- Hybrid Work Environment.
- Private health and dental cover - including mental health support through Bupa GP office visits.
- Life assurance scheme.
- Up to 6% matched pension.
- Regular Lunch and Learns with guest speakers.
- Dog-friendly office.
- Daily breakfast and free snacks.
- Access to discounts via Cobens Extras.
- Free sports and social clubs.
- Continued investment into learning and development.
- Leadership-led training.
- In-house psychotherapist.
- Financial coach to help you plan and achieve your goals.
- No clock-watching culture.
- Generous maternity and paternity plans.
- Culture and inclusion representatives.
- Transparent pay structure and a career growth plan.
Our Hybrid Model
We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.
Levels 1-5: Minimum 2 days per week in-office. Level 6 and above: Minimum 3 days per week in-office.
We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/mentorship opportunities.
Our Recruitment Process
- Initial Screening Call (15-20 mins).
- Call with our Customer Success Team Lead (30 mins).
- Short Task.
- Final Interview (1 hour).
We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you. We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.
Customer Experience Associate (FinTech) employer: Acre Software
Acre is an exceptional employer, offering a unique opportunity to be part of a transformative FinTech start-up that is reshaping the mortgage market. With a strong focus on employee growth, a supportive hybrid work environment, and a culture that values innovation and collaboration, employees can thrive while making a meaningful impact. The benefits, including private health cover, generous leave policies, and continuous learning opportunities, ensure that team members are well-supported both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Associate (FinTech)
✨Tip Number 1
Get to know Acre inside out! Familiarise yourself with their platform and the mortgage market. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn, join relevant groups, and engage in discussions about FinTech. This can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer experience and problem-solving. Think of examples from your past that showcase your skills and how you can make customers happy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Acre.
We think you need these skills to ace Customer Experience Associate (FinTech)
Some tips for your application 🫡
Show Your Passion for FinTech:When you're writing your application, let your enthusiasm for finance and technology shine through. We want to see that you’re genuinely excited about transforming the home buying process and how our platform can make a difference.
Tailor Your Communication Style:Make sure your written application reflects the customer-focused attitude we value at Acre. Use clear and simple language, just like you would when communicating with our customers, to show us you understand the importance of effective communication.
Highlight Problem-Solving Skills:We love resourceful and creative problem solvers! In your application, share examples of how you've tackled challenges in the past. This will help us see how you can contribute to our Customer Success team and support our users effectively.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team at Acre.
How to prepare for a job interview at Acre Software
✨Know Your Stuff
Before the interview, dive deep into Acre's platform and understand how it transforms the mortgage market. Familiarise yourself with their technology and the customer experience they aim to provide. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Experience Associate, communication is key. Prepare examples of how you've effectively communicated with customers in the past. Think about times when you resolved issues or provided exceptional service, as these stories will highlight your customer-focused attitude.
✨Be Ready to Problem-Solve
Expect to face some hypothetical scenarios during the interview that test your problem-solving skills. Brush up on your technical troubleshooting abilities and be prepared to discuss how you would handle specific customer queries. This will demonstrate your resourcefulness and quick thinking.
✨Embrace the Culture
Acre values a collaborative and entrepreneurial spirit. During the interview, express your enthusiasm for working in a dynamic environment and your willingness to contribute to team success. Share any experiences where you've thrived in ambiguity or taken initiative, as this aligns with their company culture.
