Customer support manager

Hybrid working with 2 days a week in our Edinburgh office.

About Us

Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well. We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We’ve been growing fast and will scale even faster over the next few years.

The role

This role is responsible for leading relationships with key firm operational teams with a focus on delivering at pace. Customer support managers own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems. In order to do this, you’ll have a deep understanding of firm businesses, our technology capability and our ops, product and engineering functions to ensure strong collaborative delivery.

On a typical day you will be…

• Leading escalations with confidence – investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers.
• Solving problems with technical depth – digging into data, systems and workflows to identify root causes and deliver the right fix.
• Championing collaboration – acting as the bridge between internal teams and our customer firms, ensuring we’re aligned and tackling the right problems.
• Enabling and educating – supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice.
• Improving how we work – spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling.
• Staying compliant and customer-first – making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms.
• Turning data into insights – monitoring customer health, analysing query trends and sharing findings that drive continuous improvement.

This role’s for you if...

• You are confident handling escalations and thrive on solving complex problems.
• You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services.
• You are comfortable with technical detail – maybe you’ve worked with APIs or system integrations before.
• You think in systems and data – turning patterns and trends into actionable improvements.
• You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders.
• You are curious, collaborative and driven to make things better – for our customers, our team and our processes.

This role isn’t for you if...

• You rely on a lot of top-down direction.
• You’re not comfortable working in a fast-paced environment.
• You struggle to follow through on ideas.
• You don’t like change.

What’s in it for you…

We offer a generous mix of benefits for the things that really matter to our people, including:

• A salary between £50,000 and £65,000 – dependant on experience + reviewed annually.
• 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave.
• Two volunteering days per year.
• Option to work abroad for up to six weeks a year.
• Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget.
• Length of service award – one month paid sabbatical at eight years.
• 6% employer pension contribution, and life assurance.
• Private medical insurance with AXA Health.
• Enhanced Parental leave.
• MacBook and up to £500 home office set up budget.
• £750 per person learning budget.
• Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace.
• Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy.
• Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts.
• Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing.

Our culture

We’re proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious.

In general, you can expect the interview process to look a bit like this:

• First stage – 45 mins competencies-based interview with the hiring manager.
• Second stage – one-hour technical interview or assessment.
• Final stage – 45 mins bar-raiser culture-based interview.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying.

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!