Savings Customer Experience Specialist (Hybrid)

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 buy their home years ahead of the alternative. 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 ultimately match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing rapidly, and we’ve recently launched a Cash ISA to complement our existing Lifetime ISA products. We have huge plans for new products and innovation in the future.

We’re a mission-centric organisation that holds our values close:

• Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder.
• It's all about the people - customers, colleagues, partners - we’re all human and without them we are nothing.
• If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving; every opinion counts.

We are rated 5* on Trustpilot with every single customer review celebrated, and we are determined to find a way to ensure we retain that customer love as we scale. We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.

We’re looking for an experienced, customer-centric Customer Service Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business. In this role, you’ll play an integral part in helping the Customer Service team deliver world-class service to our Savings customers via in-app chat, email, and telephony. This includes liaising with internal and external stakeholders and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology, and compliance teams to ensure we achieve our company growth objectives.

As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service; you’ll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (e.g. using Intercom AI to automatically resolve as many tickets as possible without human intervention).

Qualifications:

• Proven experience in a customer support or operations role within fintech, banking, or a regulated financial services environment.
• Comfortable responding to customers across in-app chat, email, and phone via platforms like Intercom.
• Strong written and verbal communication skills, with a focus on delivering empathetic, clear, and world-class customer service.
• Skilled in triaging queries and issues to internal teams (e.g. ISA Transfers, Payments, Home Purchase) and ensuring timely resolution.
• Experience working closely with internal stakeholders such as the Finance team to help resolve payments, deposits, and reconciliation queries.
• Ability to follow and improve internal processes while maintaining service-level targets and accuracy.
• Confident in using support tools and CRMs, tagging queries, and contributing to feedback loops that improve team workflows.
• Detail-oriented and proactive in identifying emerging customer issues or patterns and raising them for process review.
• Collaborative mindset, eager to work cross-functionally and support customers throughout their savings journey.

Additional Information:

Location: Hybrid, with an office in Central London (1-2 days per week in the office).