At a Glance
- Tasks: Help customers via web, email, and phone while solving their issues.
- Company: Join Modulr, a leader in embedded payments with a vibrant culture.
- Benefits: Enjoy flexible benefits, share options, and 33 days of annual leave.
- Other info: Diverse and inclusive workplace with great career development opportunities.
- Why this job: Be part of a team that delivers world-class customer experiences and learn continuously.
- Qualifications: Curiosity, problem-solving skills, and experience in customer support are essential.
Are you curious and excited by experimentation? Do you want to keep learning and developing while gaining hands‑on experience in embedded payments? Do you want to play a key role in delivering a world‑class customer experience? If so, we would love to hear from you!
Who We Are
Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay‑in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.
What You’ll Do
- Respond to customer enquiries via web, email, phone, and other channels, ensuring timely and effective resolution.
- Investigate and diagnose issues using company and online resources, maintaining accurate communication and issue logs.
- Collaborate with your team to continuously improve the quality of service provided to customers.
- Take ownership of the customer experience, seeing complex issues through to resolution.
- Work flexibly between 8am and 6pm, Monday to Friday (35‑hour week), with 24/7 out‑of‑hours support on a rota basis (1 week in 6).
- Contribute ideas and share knowledge to help improve processes and customer outcomes.
Who You Are
What you’ll need:
- A curious mindset and proactive approach to problem‑solving.
- Experience supporting customers via phone and email.
- Confidence in communicating with customers and tailoring your style to different audiences.
- High attention to detail and ownership of the customer experience.
Nice to haves:
- Experience providing 1st‑line technical support or troubleshooting technology products.
- Academic background in finance, technology, or business, or European language skills/experience with overseas clients.
What We Offer You
- Share Options – Company Share Option Plan (CSOP).
- Bonus – Annual discretionary bonus based on company and individual performance.
- Flexible benefits – £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental, etc.
- Wellbeing app – Confidential, on‑demand access to therapy, coaching, and more.
- Holidays – 33 days annual leave (including bank holidays) plus your birthday off.
- Learning opportunities – Two‑day onboarding (ModStart) and ongoing development support.
- Company‑wide events – Participate in collaborative and engaging events.
- Bike to work / E‑bike scheme.
ModInclusion
At Modulr, we’re committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it’s the right thing for our people, our business, and the community we operate in.
Customer Support Agent New Edinburgh employer: Modulr Finance Limited
Modulr is an exceptional employer that fosters a culture of curiosity and continuous learning, making it an ideal place for Customer Support Agents in Edinburgh. With a strong focus on employee wellbeing, flexible benefits, and generous annual leave, we empower our team to thrive both personally and professionally. Our commitment to diversity and inclusion ensures that every employee feels valued and can contribute meaningfully to our mission of revolutionising embedded payments.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent New Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Modulr Finance Limited. 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 Modulr Finance Limited 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 Support Agent New Edinburgh
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 Modulr Finance Limited:Your cover letter is your chance to shine! Tell us why you want to work at Modulr Finance Limited 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 Modulr Finance Limited!
How to prepare for a job interview at Modulr Finance Limited
✨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.
