Customer Success Specialist (12 months FTC - Mat Cover) London

What is Flagstone? Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work. Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture: To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth. That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it. We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let’s talk about you. Does this sound like you?

We are seeking a highly skilled Customer Success Specialist for a 12-month maternity cover. This role focuses on the processes surrounding onboarding new customers (individuals and businesses), ensuring a smooth and efficient process while maximizing customer satisfaction from the first interaction.

What you’ll do:

• As the Customer Success Specialist, you will work with the Product team and Onboarding team to streamline onboarding and reduce friction. Flagstone is currently redesigning the onboarding journey, as well as increasing integration with a 3rd party provider for corporate clients, so this role will heavily support these two projects.

What you’ll bring:

• Experience: 3+ years in either a customer-facing or product role, specifically looking at onboarding. Previous experience of 3rd party KYC/KYB tools highly desired.
• Customer-Centric Approach: A passion for advocating for the customer and ensuring their voice is heard across all teams.
• Team collaboration: Experience interacting with different stakeholders from operations to tech, and is comfortable with cross-team interaction.
• Problem-Solving: Ability to quickly identify and resolve challenges, especially those requiring technical solutions to improve the customer experience.
• Agile Experience: Comfortable working in fast-paced, agile environments, ideally within a squads and tribes model.
• Financial Regulations Knowledge: Understanding of financial regulations and how they impact customer interactions, especially in a fintech context.

How we reward you:

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:

• Hybrid working - Spend at least 1 day a week with your team in our collaborative London office.
• Competitive bonus scheme - designed to reward and recognise high performance.
• Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
• A range of salary sacrifice options to help you make tax-efficient savings on electric cars, nursery schemes, home and tech goods.
• Around the World scheme - 3 months work from anywhere scheme.
• Mental wellbeing support – Access therapy and mental health sessions through Spill.
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded.
• Medical cash plan - To help you with the costs of dental and optical expenses.
• Life insurance and Income Protection - four times your annual salary for peace of mind.
• Matched pension contributions up to 5%.
• 25 days holiday - plus bank holidays, well-being days and volunteering days.
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.

All are welcome. At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.