At a Glance
- Tasks: Deliver world-class customer support and solve finance and payment issues.
- Company: Join Modulr, a fast-growing payments business in the UK and Europe.
- Benefits: Flexible benefits, share options, 33 days holiday, and a supportive team culture.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Be part of an innovative team and develop your career in finance and technology.
- Qualifications: Experience in customer support and a passion for problem-solving.
The predicted salary is between 30000 - 42000 £ per year.
Are you curious, excited by experimentation and always looking to innovate? Do you want to work in embedded payments where you can keep learning and developing whilst getting hands‑on experience? Do you want to have the opportunity to be part of a collaborative team and be a trusted advisor and expert on finance and payments? If so, we would love to connect and collaborate!
At Modulr, 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. We have created an industry‑leading API platform with comprehensive online tools and access, to meet the demands of daily business payments.
The wider business teams are based in Edinburgh, London, Amsterdam and Mumbai. Modulr has an office‑first policy as face‑to‑face and ad hoc collaboration will maximise our ability to meet our ambitious growth and profitability goals. In practice, we expect our colleagues to be in‑office at least 4 days per week.
Key responsibilities
- Consistently deliver a world‑class experience to our customers and partners.
- Monitor and respond to enquiries via web, email, phone and other channels.
- Investigate and diagnose issues using company and online resources to solve any problems.
- Maintain communication and issue logs in compliance with policies and legislation.
- Identify and improve processes, provide feedback to the product teams and test new features.
About You
- Track record in delivering results in a fast‑moving business.
- Excellent stakeholder management experience.
- Motivated to go the extra mile and see complex issues through to resolution.
- Demonstrate an understanding and supportive approach to your customers.
- Interest in finance or technology and keen to develop a career in these sectors.
- Inquisitive mind and proactive approach to problem solving and issue resolution.
You will have the flexibility to work between the hours of 8am and 6pm Monday‑Friday (35‑hour week), and also the capability to provide 24/7 out‑of‑hours support on a rota basis (1 week in 4).
Skills and experience we’re interested in
- Experience supporting customers via phone and email.
- Experience providing 1st line technical support or troubleshooting a technology product is beneficial but not required.
- Confidence when communicating with customers combined with the ability to effectively tailor your communication style to differing audiences.
- A high level of attention to detail.
- An academic background in finance, technology or business would be beneficial but is not essential.
What can Modulr offer you
- Part of a cross‑disciplinary team(s), with co‑workers located in Edinburgh, London, Amsterdam, and India.
- Share Option Incentive Scheme.
- Flexible benefits – £1,000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs.
- Perkbox – enjoy freebies and discounts on many other products and services.
- 33 days holiday (including bank holidays).
Customer Support Agent in Edinburgh employer: Modulr
Modulr is an exceptional employer that fosters a collaborative and innovative work culture, where employees are encouraged to take ownership of their roles and contribute to meaningful projects in the fast-paced world of embedded payments. Located in Edinburgh, our office-first policy promotes face-to-face collaboration, while offering flexible benefits and generous holiday allowances, ensuring a supportive environment for personal and professional growth. Join us to be part of a dynamic team that values your contributions and rewards success through our Share Option Incentive Scheme.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Modulr. 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 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 in 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:Your cover letter is your chance to shine! Tell us why you want to work at Modulr 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!
How to prepare for a job interview at Modulr
✨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.
