Customer Support Executive

We’re on a mission to protect society from fraud and money laundering. We’ve already protected over 2 million people through life’s big transactions. Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients from fraud and money laundering.

Thirdfort helps businesses to facilitate these anti-fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app-based document checks, facial recognition and open banking. Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors.

This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. We envisage this team member would join the consumer team, however, both consumer and client have interchangeable skills & duties.

The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquiries each day. You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app.

The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You’ll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients.

Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.

You will achieve your mission as our Customer Support Executive by:

• Taking overall responsibility for your part of customer support and helping customers get the most out of Thirdfort.
• Working with the support team to deliver against ambitious targets.
• Being highly organised and able to juggle enquiries; seeing ID checks through to completion by raising tickets and callbacks.
• Having an open and friendly attitude that puts customer service at the heart of everything you do.
• Communicating effectively and persuasively; patience and empathy are essential.

What we are looking for:

• Individuals who love helping people and are keen to grow and develop within our team.
• Be happy to get your hands dirty as the front line of our Thirdfort Support team.
• Understand the key pain points we are solving for our clients.
• 1-2 years Customer Support experience is helpful, especially in the startup or tech or legal space.

Life at Thirdfort: Driven by our values, our culture promotes a collaborative and open environment where Thirdforters can take ownership, have impact, and feel empowered when it comes to their growth and development. We understand the importance of our teams' wellbeing and recognise a one-size fits all approach rarely works.

Our Benefits:

• Compensation - £26,000 annual salary (dependant on experience).
• Share options for all employees.
• Hybrid, expectations of a minimum of 2 days office presence per week.
• Enhanced parental leave.
• Customisable wellness budget and £250 WFH Budget.
• Up to 30 days Working from Abroad.
• Uncapped holiday.
• Enhanced sick leave.
• Private healthcare with our provider, AXA.
• Regular company and team socials.
• Uncapped budget for personal development.
• Enhanced employer matching pension scheme with salary sacrifice options.
• Access to our Cycle to Work scheme and our Electric Car Scheme.