At a Glance
- Tasks: Provide real-time support to dental and veterinary clinics, ensuring timely ticket resolution and excellent communication.
- Company: Join Tabeo, a leading fintech company transforming patient finance with innovative solutions.
- Benefits: Enjoy competitive salary, health insurance, remote work perks, and generous holiday allowance.
- Other info: Experience exciting company trips and a supportive remote-first culture.
- Why this job: Be part of a rapidly growing team making a real impact in the healthcare sector.
- Qualifications: 2+ years in customer support, ideally in fintech, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Our mission is to help dental and veterinary clinics make recurring payments as simple as paying by card.
We want to make memberships (Plans) and patient finance seamless by 'combining' workflows with cards and tapping existing patient data.
There are two exciting trends affecting the primary care sector right now.
- We believe all businesses are becoming internet businesses. Many clinics now actively 'push' online bookings and explore the benefits to handle phone calls with AI agents 24/7.
- We believe all revenue is moving towards monthly payments.
People pay for more and more 'stuff' with a subscription, from cars to music.
Dentists and vets are well positioned to benefit due to the strong, recurring relationships with patients.
Today, we support over 5,000 dental practices across the UK. 100 more join our platform every month.
Tabeo is the dominant market leader for patient finance and seeks to be the same for plans in 3 years.
This exciting new, agentic AI solution will complement our existing payment products.
Tabeo is profitable. We seek to grow revenue by 50-60% per year and top £30 million per year in 2028.
We believe in a remote first approach to work and equip teams with perks and tools so they can thrive.
However, we all come together 2x per year for our amazing 'Team Weeks'.
We previously met in Dubai, Lisbon, London and Athens.
Next is a surprise!
About the role
As we are expanding rapidly and internationally, our ambition is to continue offering real-time support to all our customers.
To help us in this ambitious mission, we are looking at reinforcing the Team by bringing on-board a caring, passionate and ambitious Customer Support Associate to join our Finance & Cards pod.
This role ensures timely ticket resolution, excellent customer communication, and accurate processing of refunds and finance queries.
It also requires strong technical troubleshooting, ownership of core processes, and effective escalation of complex issues or recurring product bugs.
Responsibilities
- Ticket Handling & SLAs
- Handle simple loan-related queries (e. g., loan status, repayment schedules, payment dates).
- Triage refund requests accurately and escalate unclear or atypical cases.
- Meet SLA expectations consistently for low-complexity finance tickets.
- Customer Satisfaction & Communication
- Reassure patients about refund timelines, progress, and next steps.
- Communicate with empathy in decline scenarios or when delivering difficult updates.
- Escalate sensitive or regulatory complaints immediately.
- Write clear and concise responses for straightforward finance queries.
- Product Knowledge & Tools
- Understand the difference between Prime and Near-Prime financing flows.
- Demonstrate basic knowledge of key finance terms (APR, repayment schedules, soft vs. hard searches).
- Navigate internal tools confidently and follow documented processes with minimal support.
- Process Ownership & Escalation
- Track refund requests end-to-end and keep ticket notes clear and up to date.
- Recognise when cases require FCA or compliance review and escalate promptly.
- Document all refund actions accurately to support reconciliation.
- Flag discrepancies when processes deviate from the documented flow.
- 2+ years of prior experience in a customer support role, ideally at a fintech
- Experience with Hub Spot or similar CRM/ticketing systems to manage cases efficiently and maintain accurate records.
- Comfortable handling both outbound and inbound customer calls and queries
- Excellent communication and writing skills
- Ability to engage with customers in any situation
- Highly organised, meticulous and able to work on multiple projects simultaneously
- Competitive salary
- £2,000 per annual CPD package to be used at your discretion
- Full kit for home office
- Health insurance and life assurance (including dental and optical) for UK staff
- Company trips
- 24 days holiday annually, plus a day off on your birthday
- Extended parental leave
- Contributing pension scheme for UK staff
We seek a fully remote candidate from the UK or anywhere GMT +/- 1.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Support Specialist Finance in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. 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 Grabjobs 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 Remote Support Specialist Finance in Luton
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 Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs 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 Grabjobs!
How to prepare for a job interview at Grabjobs
✨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.
