Customer Experience Associate (FinTech)

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 and before you know it, customers will be looking at you with starry eyes while you work behind the scenes to continue building industry-leading, world-class technology with the wider team.
• Your day to day will involve:
• 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.
• Being an advocate for our customers, using their feedback to improve our product, in collaboration with our product development team.
• Performing 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.