At a Glance
- Tasks: Support enterprise customers and ensure they get the most from our financial products.
- Company: Equals Money, a leading fintech company with a focus on customer satisfaction.
- Benefits: Flexible working options, career growth opportunities, and a supportive team environment.
- Other info: Embrace diversity and bring your unique perspective to our inclusive workplace.
- Why this job: Join a dynamic team and make a real impact on customer success in finance.
- Qualifications: Strong communication skills and a passion for helping customers succeed.
The predicted salary is between 35000 - 45000 £ per year.
Over the last 16 years, Equals Money has helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi‑currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, open‑banking to card acquiring, we are focused on a single goal of making it easy for our customers to manage and move their money.
With our headquarters in London and teams in Brussels, Chester, Amsterdam and Los Angeles, the Equals Group operates a portfolio of successful and exciting business lines and brands - Equals Money, FairFX and CardOneMoney in the UK and now Equals Money Europe in Belgium. You will join a very close‑knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost‑effective for our customers.
About the role
A Enterprise Customer Success Specialist at the Equals Group is a proactive and solution orientated individual, and someone that strives to deliver first class customer service. You will be working as part of a dedicated team to help support the groups’ Enterprise customers & partners.
Equals Group provides each of its’ white label partners with a unique, company branded client‑facing and back‑office system for the provision of FX and International Payment Services. We utilise our strong operational framework and appropriate regulatory licences to build strategic partnerships. This allows us to acquire a large market share in a quick but controlled manner.
In this role, you will be responsible for supporting all enterprise customers including white labels, PAAS/BAAS customers & large value/key accounts and providing a first‑class service. Customer Success Specialists play a key role in ensuring our customers derive value from Equals’ products and services. They support the organisation by working through service requests and helping our customers understand and make the most of our products and platform. Working closely with Commercial, Product, and Operations teams, Customer Success Specialists provide valuable insights on how customers engage with our products.
About you
We believe that certain skills are essential in order to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.
- Develop and maintain strong relationships with customers, acting as a point of contact for service‑related needs.
- Gain a deep understanding of customer business goals and how Equals solutions can support them.
- Advocate for customers by providing feedback to internal teams, including Product, Sales, and Operations, to enhance the customer experience.
- Identify potential opportunities for cross‑selling or upselling additional products and services.
- Identify and address customer pain points, working proactively to improve their experience and reduce churn.
- Manage the Customer Success ticketing CRM, ensuring service requests are completed promptly and within SLAs.
- Track and report on key customer success metrics, such as service levels, retention rates, and product adoption, using these insights to support continuous improvement.
- Excellent Communication skills, socially confident and engaging with internal and external stakeholders.
- A passion for helping customers succeed, with a proactive approach to identifying and addressing customer needs.
- Business acumen and commercial awareness.
- Knowledge and practical experience of MS Office (Word, Excel and Outlook).
- Good organisation and time management.
- The ability to work as part of a team.
- Willingness to learn and absorb new information.
- Strong analytical and problem‑solving skills. Ability to think strategically and creatively to solve customer challenges.
- Experience in payments, FX, or other financial services.
- Understanding of responsibilities under Anti‑Money Laundering Regulations.
Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.
Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.
Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.
Customer Success Specialist - Enterprise in Chester employer: equals
Equals Money is an exceptional employer that prioritises employee growth and a supportive work culture, making it an ideal place for a Customer Success Specialist. With a focus on teamwork and celebrating successes, employees are encouraged to develop their skills while enjoying flexible working arrangements that promote a healthy work-life balance. Located in London, Equals Money fosters an inclusive environment where diverse perspectives are valued, ensuring that every team member can thrive and contribute meaningfully to the company's mission of simplifying money management for customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist - Enterprise in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at equals. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like equals before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Specialist - Enterprise in Chester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to equals:Your cover letter is your chance to shine! Tell us why you want to work at equals specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at equals!
How to prepare for a job interview at equals
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
