At a Glance
- Tasks: Help customers with inquiries and resolve issues through various channels.
- Company: Join Modulr, a forward-thinking payment solutions provider in Edinburgh.
- Benefits: Enjoy flexible benefits, share options, and 33 days of annual leave.
- Other info: Great opportunities for learning and career growth in a diverse environment.
- Why this job: Be part of a team that values curiosity and proactive problem-solving.
- Qualifications: Experience in customer support and strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
Location: Edinburgh, Scotland, United Kingdom
Employment Type: Full-time
Work Setting: In office 4 days/week
We are looking for a Customer Support Representative to join our payment team in Edinburgh. If you are curious, eager to learn, and want to contribute to a world‑class customer experience, we’d 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, to pay-in, collect and disburse funds instantly across UK and EU through 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 8 am and 6 pm, 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
- You have 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 have
- Experience providing 1st line technical support or troubleshooting technology products.
- Complaint handling experience.
- Academic background in finance, technology, 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 – £1,000 to spend on benefits such as 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. In the UK, Christmas Day, Boxing Day and New Year’s Day are fixed holidays; you choose the rest.
- 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.
By submitting your CV you understand that we have a legitimate interest to use your personal data for assessing eligibility. This may include contacting you to discuss your CV or arranging an interview, or transferring your CV to the hiring managers. You may ask us to remove your CV from our database (email peopleops@modulrfinance.com) – but this also means we will no longer consider you for the role.
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Referrals increase your chances of interviewing at Modulr by 2x.
Customer Support Agent employer: Modulr
Modulr is an exceptional employer located in the vibrant city of Edinburgh, offering a dynamic work culture that prioritises diversity and inclusion. Employees benefit from flexible working arrangements, generous share options, and annual bonuses, alongside a unique £1000 flexible benefits package that supports personal growth and well-being. With a strong focus on professional development, Modulr provides ample opportunities for career advancement, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Modulr and its payment solutions. This will not only help you answer questions better but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers via phone and email, it’s crucial to sound confident and clear. Try role-playing with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate your proactive approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Support Agent role. Highlight any relevant customer service experience and problem-solving skills to show us you’re the right fit!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to express your curiosity and eagerness to learn, and explain why you want to join our team at Modulr. Keep it friendly and engaging!
Show Off Your Communication Skills:Since this role involves interacting with customers, make sure your application showcases your communication style. Use clear and concise language, and don’t forget to proofread for any typos!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Modulr
✨Know the Company Inside Out
Before your interview, take some time to research Modulr and its payment solutions. Understand their vision and how they contribute to customer experiences. This will not only show your interest but also help you tailor your answers to align with their values.
✨Prepare for Customer Scenarios
Think about common customer support scenarios you might face in this role. Prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction. This will demonstrate your problem-solving skills and proactive approach.
✨Show Off Your Communication Skills
Since the role involves communicating with customers via various channels, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable with different communication styles.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about team dynamics, training opportunities, or how they measure success in the customer support role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
