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For Companies At a Glance
- Tasks: Provide top-notch customer support and resolve inquiries with empathy.
- Company: Join Emma, the innovative app transforming personal finance for millions.
- Benefits: Enjoy perks like a MacBook, gym discounts, and a sabbatical every five years.
- Why this job: Be part of a high-performance team that values ownership and innovation.
- Qualifications: 2+ years in customer service and a knack for problem-solving required.
- Other info: This is a full-time office role; no hybrid options available.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Customer Support role at Emma - we are hiring!
About The Company
Emma is the app to manage all things money. Our mission is to empower millions of people to live a better and more fulfilling financial life. Emma was founded by engineers, who are extremely focused on coding, product and data. These are the three pillars on which we want to build a strong tech culture and fix personal finance once for all. We have raised more than $8m+ to date to build the one stop shop for all your financial life.
At Emma, We Are Bold, Determined, Focused, Autonomous. We are a high-performance team and we run the company like a professional sports team. We expect each and every team member to move fast, have ownership over their work and hold each other to a high standard. If you're not driven to own your work, execute swiftly, and innovate constantly, this isn't the right place for you.
Responsibilities
- Provide exceptional customer support across all communication channels
- Handle sensitive customer inquiries with empathy and professionalism, ensuring timely and effective resolution
- Critical thinker and problem solver with the ability to assess risks and make sound decisions under pressure
About You
- 2+ years of experience in customer service
- Experience with technical support
- Excellent organisational skills
- Want to learn about Financial Crime
- Experience with Crisp (or similar - Intercom, Zendesk...)
- Experience and interest in startups
Bonus Points
- Experience with customer onboarding and KYC
- Experience with AML
- Experience with financial services
Our Process
- Online Multiple Choice Questionnaire
- Phone call with internal recruiter
- 2nd call with a member of the team
- Onsite interview with CEO
To facilitate communication, productivity and speed, we work from the office Monday to Friday and this is not a hybrid role. If you are not able to commit, please don't apply. We are not flexible.
Our Benefits
- Paid Sick Leave
- Pension Contribution
- Referral Scheme
- Emma Ultimate Subscription
- MacBook
- Annual Salary Review
- Discounted Gym Membership
- Perks at Work
- Eye Care Vouchers
- Cycle to Work Scheme
- One-month sabbatical every 5 years
- Regular Socials
Customer Support employer: Emma - we are hiring!
Contact Detail:
Emma - we are hiring! Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support
✨Tip Number 1
Familiarise yourself with Emma's mission and values. Understanding their focus on empowering users to manage their finances will help you align your responses during interviews, showcasing your enthusiasm for their goals.
✨Tip Number 2
Brush up on your technical support skills, especially if you've used tools like Crisp, Intercom, or Zendesk. Being able to discuss your experience with these platforms will demonstrate your readiness to handle customer inquiries effectively.
✨Tip Number 3
Prepare examples of how you've handled sensitive customer inquiries in the past. Highlighting your ability to empathise and resolve issues under pressure will resonate well with Emma's high-performance culture.
✨Tip Number 4
Research common challenges in financial services and customer onboarding processes. Showing that you understand the industry and are eager to learn about financial crime will set you apart as a candidate who is genuinely interested in the role.
We think you need these skills to ace Customer Support
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Emma's company culture. They value boldness, determination, focus, and autonomy. Reflect these qualities in your application to show that you align with their values.
Tailor Your CV: Make sure your CV highlights your customer service experience, especially any technical support roles. Include specific examples of how you've handled sensitive inquiries and resolved issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and your interest in financial services. Mention any relevant experience with tools like Crisp, Intercom, or Zendesk, and how you can contribute to Emma's mission.
Prepare for the Interview Process: Familiarise yourself with the interview process outlined by Emma. Be ready for an online questionnaire, phone calls, and an onsite interview. Prepare answers that demonstrate your critical thinking and problem-solving skills under pressure.
How to prepare for a job interview at Emma - we are hiring!
✨Show Your Empathy
In a customer support role, empathy is key. Be prepared to share examples of how you've handled sensitive customer inquiries in the past, demonstrating your ability to connect with customers and resolve their issues effectively.
✨Demonstrate Problem-Solving Skills
Emma values critical thinkers. During the interview, be ready to discuss specific challenges you've faced in previous roles and how you approached solving them. Highlight your ability to assess risks and make sound decisions under pressure.
✨Familiarise Yourself with Tools
Since experience with tools like Crisp, Intercom, or Zendesk is beneficial, make sure you understand how these platforms work. If you have experience with them, be ready to discuss how you've used these tools to enhance customer support.
✨Align with Company Culture
Emma runs like a high-performance team, so it's important to convey your drive and ownership over your work. Share examples that showcase your determination, focus, and ability to innovate, aligning your values with those of the company.
