Customer Support Specialist

About the role

This role focuses on direct customer interaction, guiding users through onboarding and addressing information requests. It involves managing account opening and closing procedures, including ISA transfers, and engaging with customers across various communication channels such as forums and social media. A key aspect is explaining the company's services clearly and accurately, ensuring customers understand the product offerings.

The specialist will be responsible for maintaining workflow queues and mailboxes, promptly addressing complaints, and collaborating with different departments. A critical part of the job is ensuring all client service activities adhere to AML and KYC compliance standards. This includes understanding regulatory requirements related to financial crime, advice, complaints, and fair treatment of customers.

Success in this position means contributing to a positive customer experience while upholding regulatory standards. The role requires an individual who can work independently, use their initiative, and identify process improvements. It offers the opportunity to make an immediate impact and grow within a fast-scaling company, working alongside a knowledgeable and collaborative team.

The annual salary for this position ranges from $51,750 to $86,250.

Skills that matter here

• MS Office: Advanced knowledge of MS Office, particularly Word and Excel, is required for various tasks.
• Zendesk: Experience with helpdesk software, specifically Zendesk, is necessary for managing customer interactions and support tickets.

Who this role suits

• A person who thrives on direct customer interaction and can explain complex information simply.
• Someone with a detail-oriented mindset, capable of adhering to procedures and identifying areas for improvement.
• An individual who can work independently while also collaborating effectively with internal teams.
• A candidate who is proactive in addressing customer issues and ensuring regulatory compliance.

From the employer

• Supporting customers with onboarding and information requests by communicating effectively in a professional manner
• Performing Account Opening and Closing processing, including ISA Transfers
• Supporting other client communication channels, like our Forum and social media
• Knowledgeable about our service and able to explain that to customers in a simple but accurate way
• Managing workflow queues and mailboxes
• Undertaking prompt and appropriate action to address complaints
• Working collaboratively with departments across the business
• Ensuring that all client-service-related activities are fully in compliance with the processes and procedures for the firm's AML and KYC obligations
• Understanding the regulatory requirements relating to Financial Crime, Advice, Complaints, and Treating Customers Fairly

• Good command of English
• Excellent communication skills, both written and oral
• Ability to use own initiative and work independently
• Advanced knowledge of MS Office, including Word and Excel
• Procedure and controls mindset and identify improvements to processes
• Experience of working with Helpdesk (we use Zendesk)

• Impact from day one — You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business.
• Room to grow — As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction.
• Transparent and open culture — We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business.
• Supportive, high-calibre team — Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge.