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For Companies At a Glance
- Tasks: Provide exceptional support to UK customers via phone, email, and social media.
- Company: Join Zeller, a fast-growing fintech company with a supportive culture.
- Benefits: Competitive salary, equity options, and endless learning opportunities.
- Why this job: Make a real impact by helping diverse merchants thrive in their businesses.
- Qualifications: Previous customer support experience and strong communication skills.
- Other info: Diverse and inclusive environment with excellent career growth potential.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Join to apply for the Customer Success Agent role at Zeller.
Zeller is searching for a Customer Success Agent to join our team. In this pivotal role, you\’ll be an integral part of our support team, serving as the direct voice of our UK customers. This hands-on, strategic position is ideal for individuals dedicated to providing an exceptional customer experience, operational excellence, and a deep understanding of the financial services sector. You\’ll work directly with our merchants—from butchers and baristas to retailers and restaurateurs—to resolve issues, answer questions, and ensure they have the best possible experience with Zeller.
You are a natural problem-solver with a passion for helping others. You’ll thrive on the fast pace of a growing fintech company, and your ability to communicate clearly and empathetically will be key to building long-lasting relationships. We’re committed to giving you the resources and support you need to do incredible things and grow your career with us.
Responsibilities
- Deliver responsive, accurate, and empathetic support to customers across phone, email, social and SMS channels.
- Handle account, transaction, and product enquiries in line with compliance and company procedures.
- Escalate complex or sensitive cases to the Senior Support / Lead when required.
- Accurately document all interactions in the support system (tickets, tags and follow-up actions).
- Adhere to FCA, GDPR, and internal data security standards.
- Meet defined KPIs (e.g. response times, resolution times, quality benchmarks).
- Proactively identify and flag recurring issues, gaps, or customer pain points.
- Collaborate with peers, Leads, and other teams (e.g. Sales, Product, Risk) to resolve customer cases.
- Contribute to knowledge base updates and process improvements by sharing frontline insights.
- Participate in training, calibration, and QA sessions to maintain high standards of service.
- Maintain professionalism and empathy under pressure, ensuring a positive customer experience.
- Provide customer support during standard business hours as part of a collaborative 24/7 team.
Skills, Knowledge And Experience
- 2+ years previous experience in customer support, call centre, or financial services preferred.
- Strong written and verbal communication skills; ability to explain complex matters simply.
- Confident handling inbound and outbound customer contact across multiple channels.
- Ability to work with support tools / CRMs (e.g. HubSpot, AWS, or similar).
- Comfortable working with processes involving payments, accounts, and financial products.
- High attention to detail and accuracy in data entry and case handling.
- Problem-solving mindset with ability to stay calm and empathetic in challenging interactions.
- Team player who collaborates well but can also work independently.
- Knowledge of FCA-regulated environments, fraud prevention, and KYC/AML is an advantage (but not essential).
Benefits
- An opportunity to shape and build the future of Zeller from the ground up in the UK
- A competitive salary package, including equity from an early stage
- A balanced, progressive, and supportive work environment
- Endless learning and development opportunities
- Excellent parental leave and other leave entitlements
- Being part of a fast-growing and ambitious scale-up
Additional information
- We celebrate diverse perspectives and experiences and strongly encourage people of all backgrounds and identities to apply.
- Please let us know if you require any accommodations during the recruitment process.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Other
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Customer Success Agent employer: Zeller
Contact Detail:
Zeller Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Agent
✨Tip Number 1
Get to know Zeller and its values! Research the company culture and understand what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Success Agent, you'll need to convey information clearly and empathetically. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former Zeller employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. Plus, it shows your initiative and interest in the company!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the extra step to engage directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Success Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Agent role. Highlight your relevant experience in customer support and any specific skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your strong written communication skills. Use clear and concise language in your application to show us you can explain complex matters simply, just like you would with our customers.
Highlight Problem-Solving Experience: We love problem-solvers! Share examples from your past roles where you've successfully resolved customer issues or improved processes. This will help us see your proactive approach and how you can contribute to enhancing the customer experience at Zeller.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at Zeller!
How to prepare for a job interview at Zeller
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success. Understand what it means to provide exceptional support and how to build relationships with customers. Familiarise yourself with common challenges faced in the financial services sector, as this will show your potential employer that you’re ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your natural problem-solving abilities and your passion for helping others, which are key traits for a Customer Success Agent.
✨Communicate Clearly and Empathetically
Practice articulating your thoughts clearly and empathetically. Since the role involves direct communication with customers, being able to explain complex matters simply is crucial. Consider doing mock interviews with friends or family to refine your communication style and ensure you come across as approachable and understanding.
✨Familiarise Yourself with Zeller
Research Zeller’s products, values, and recent news. Understanding the company’s mission and how they serve their customers will not only help you answer questions more effectively but also allow you to ask insightful questions during the interview. This shows your genuine interest in the role and the company.