At a Glance
- Tasks: Support customers on their credit journey through various communication channels.
- Company: Join a fast-growing fintech startup dedicated to financial inclusion.
- Benefits: Competitive salary, hardware of your choice, and 28 holidays a year.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Make a real difference in people's lives by helping them understand credit.
- Qualifications: 2-7 years in customer support, excellent communication skills, and empathy.
The predicted salary is between 24750 - 30250 £ per year.
About Bits
Bits is a rapidly growing fintech startup based in London, committed to promoting financial inclusion and providing credit-building solutions to individuals who have been overlooked by traditional lenders.
With our innovative approach, we have quickly gained traction and currently serve over 800,000 customers across the UK.
We are currently hiring 1-2 Senior Customer Support Agents to support our growth.
The role will be based in our office in Camden Town, London, and will require working on-site 4 days a week minimum.
The recruitment day for this role will be on 12/08/2026 at our office in Camden Town, London.
About the role
Many consumers are still in the dark when it comes to how credit works, and it can often seem a confusing and stressful subject.
As Customer Support Agent at Bits, you will provide support across a variety of channels to aid customers in their credit building journey.
What the role involves
- Processing customer requests and queries via telephone, email or instant message
- Investigating and resolving customer complaints quickly and patiently
- Keeping confidential records and financial information private and secure
- Learning how to use database systems and technology to deliver great customer support
- Communicating with customers effectively, and assisting with security checks, account enquiries or flagged account issues raised by the customer
Responsibilities
- Engage with customers through email, phone and live chat, providing prompt and accurate responses
- Assist customers with inquiries, troubleshoot issues, and provide product information
- Educate customers on our services and assist with account-related inquiries and updates
- Document customer interactions and update customer records with accurate information
- Follow company guidelines and procedures to ensure consistent and quality customer service
- Collaborate with cross-functional teams to address customer needs and escalate issues when necessary
Interview Process - all on day in Camden
- Interview with Head of HR
- In-person assignment
- Interview with Customer Support Manager.
- A final interview with CEO
- You will have 2-7 years experience in customer support, ideally at a tech company.
- Previous customer service experience, preferably in a live chat & email support role
- Excellent written communication skills with a strong command of grammar and spelling
- You're able to show empathy for the customer, and to understand the stressful environment a lot of our customers operate in.
- Ability to multitask and respond to live chat inquiries in a timely manner
- Strong problem-solving and critical thinking abilities
- Customer-focused mindset with a positive and empathetic approach
- Proficient in typing and navigating computer systems
- Knowledge of financial services and products is a plus
- High school diploma or equivalent
- Availability to work on weekends not compulsory but preferred
- A competitive salary
- Hardware of your choosing
- 28 holidays a year pro rata, including public holidays
- #J-18808-Ljbffr
Senior Customer Support Agent employer: Bits
Bits is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about fintech. Located in the vibrant Greater London area, we offer our employees unique growth opportunities, mentorship from industry leaders, and the chance to make a real difference in customers' financial well-being. Join us to be part of a collaborative team where your ideas are valued and your career can flourish.
