Customer Service Specialist - Savings

Company Description

Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award-winning savings and mortgage platform powered by a proprietary technology platform, enabling buyers to purchase their homes years ahead of traditional methods.

We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit, and match them with the best mortgage products to accelerate their path onto the ladder. Our savings business is growing rapidly, and we have launched a Cash ISA to complement our existing Lifetime ISA products. We have ambitious plans for new products and innovations in the future.

We are a mission-centric organization that values:

• Find a way – representing our desire to innovate and leave no stone unturned to help customers get on the ladder
• It\’s all about the people – customers, colleagues, partners — we are all human, and without them, we are nothing
• If you don’t like it, change it – as a startup, we constantly listen to data and evolve; every opinion counts

We are rated 5* on Trustpilot, with every customer review celebrated. We are committed to maintaining this customer love as we scale.

Our funding comes from reputable backers including Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, and ethical organizations such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.

Job Description

We’re seeking an experienced, customer-centric Customer Service Specialist who is eager to contribute to delivering trusted, top-quality customer service as we grow.

You will play an integral role in the Customer Service team, providing excellent support to our Savings customers via in-app chat, email, and phone, liaising with internal and external stakeholders, and delivering 5-star service 7 days a week. You will also focus on process improvements and resource optimization, collaborating with operations, technology, and compliance teams to meet our growth objectives.

As a tech-enabled business, we emphasize innovative AI and technological solutions to enhance customer experience and enable rapid scaling. You will be responsible for ongoing training and the effective use of tools such as Intercom AI to resolve tickets efficiently.

Qualifications

• Proven experience in customer support or operations within fintech, banking, or regulated financial services
• Comfortable responding via in-app chat, email, and phone platforms like Intercom
• Excellent written and verbal communication skills, with a focus on empathy and clarity
• Ability to triage queries to internal teams and ensure timely resolution
• Experience working with internal stakeholders such as Finance for payments, deposits, and reconciliation issues
• Capability to follow and improve internal processes while maintaining service standards
• Proficiency with support tools, CRMs, and contributing to workflow improvements
• Detail-oriented, proactive in identifying customer issues, and capable of raising concerns for process review
• Collaborative mindset, eager to support customers throughout their savings journey

Additional Information

Location: Hybrid, with 1-2 days/week in our Central London office

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other

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