Customer Service Executive in Haywards Heath

Are you interested in joining Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users? If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in driving financial accountability, supporting strategic decisions, and enabling sustainable growth. Epassi’s purpose is to boost everyday well‑being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile‑payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets. Epassi has been awarded by the Financial Times as one of the fastest‑growing companies in Europe on multiple occasions.

Your mission at Epassi: As a Customer Service Executive, you will be the human face of Epassi’s support function — delivering an exceptional first‑line experience for our users across the UK. You’ll champion the client internally and handle enquiries via live chat, phone and Zendesk with confidence, empathy and a technical mindset. This is a great entry‑level opportunity to build your career in a fast‑growing fintech company where your impact is felt every day.

Your responsibilities will be:

• Act as the first point of contact for Epassi users via online chat, telephone and Zendesk support tickets
• Provide timely, accurate and empathetic responses to all inbound queries
• Manage and progress allocated tickets, giving proactive updates throughout
• Liaise with internal teams (Product, Account Management & Merchant) to find resolutions
• Escalate complex issues appropriately and follow through to closure
• Champion the user experience internally and advocate for clients across the business
• Complete reporting processes accurately and on time
• Handle all client information responsibly in line with data protection and company policies

You’ll be successful in this role if you:

• Consistently resolve tickets within agreed Service Level Agreements (SLAs)
• Achieve high client satisfaction scores and receive positive feedback on interactions
• Build strong working relationships with internal teams
• Demonstrate measurable growth in product knowledge and support skills within your first six months
• Proactively flag recurring issues to drive continuous improvement
• Process all administrative and reporting tasks accurately and on time

What you’ll be doing (daily):

• Monitor and respond to Zendesk ticket, chat and phone channels
• Log, categorise and update support cases accurately in Zendesk
• Troubleshoot issues with the Epassi UK platform and applications, escalating where needed
• Maintain awareness of known platform issues and product releases
• Contribute to knowledge base articles and internal documentation
• Attend team stand‑ups and support meetings
• Adhere to coverage requirements during core support hours

What you should bring:

• No formal degree required — we welcome candidates stepping into their first role
• A‑Level (or equivalent) qualification, vocational, or business qualifications are a nice‑to‑have
• Customer‑facing experience in retail, hospitality or volunteering is a strong advantage
• Experience in a support or helpdesk capacity is desirable but not essential
• A basic awareness of GDPR or data protection principles is a bonus

Your language profile:

• Fluent English (written and spoken) — essential

Your track record:

• Quickly picking up new software, tools and processes
• Managing competing priorities in a fast‑paced environment while maintaining accuracy under pressure
• Demonstrating strong attention to detail when handling data or documentation
• Communicating confidently with customers and colleagues, with strong active listening skills
• Using Microsoft Outlook, Excel and Word to a confident level
• Willingness to learn platforms such as Zendesk, internal SaaS tools and knowledge base systems

Your competency profile:

• Customer Centricity: You genuinely care about delivering a great experience for every user you interact with, and you advocate for the client across the business.
• Communication & Active Listening: You listen carefully to understand the root cause of an issue, communicate clearly and professionally across all channels, and keep users informed throughout.
• Problem Solving & Curiosity: You approach issues methodically, test and adapt when the first approach doesn’t work, and see challenges as opportunities to learn something new.
• Organisation & Attention to Detail: You manage multiple open tickets simultaneously, maintain accurate records and complete administrative tasks on time without letting things slip.
• Collaboration: You work cross‑functionally with Product, Account Management and Merchant teams, bringing a positive attitude and a team‑first mindset to everything you do.
• Resilience & Growth Mindset: You don’t give up at the first hurdle. You stay composed under pressure, take feedback on board, and keep growing your skills and platform knowledge over time.

Why You Should Join Us: Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving. Work with a clear purpose — boosting everyday wellbeing — and create a meaningful, positive impact on both individuals and society. Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges. Come as you are — we’ll bring out the best in you and support your personal and professional growth. Join a fast‑growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us. Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority. Contribute to solidifying our position as the number one player in Europe’s employee benefit market and help shape the next wave of success.