Customer Experience Specialist - Night Team

The Role

We’re looking for a Night Customer Experience Specialist (internally known as a Customer Success Manager) to support our UK customers outside of standard business hours.

This isn’t a "pass‑on" support role.

You’ll be trusted to investigate and resolve customer issues from start to finish, often independently and sometimes as the primary decision‑maker during your shift. Rather than simply triaging queries, you’ll take ownership of complex customer problems, using your judgement, curiosity and problem‑solving skills to deliver the best possible outcome.

You’ll become a true ANNA expert, confidently supporting customers across everything from onboarding and payments to business admin tools, retention and complaints. Along the way, you’ll spot opportunities to improve how we work, identify recurring customer pain points, and help shape an even better support experience.

If you enjoy solving problems, taking ownership, and making a genuine difference for customers, you’ll thrive here.

• Supporting customers via live chat, email and phone, providing prompt, friendly and human support.
• Taking ownership of customer cases from first contact through to resolution, aiming to solve issues without unnecessary handovers.
• Handling complex, high‐context customer situations with confidence, empathy and sound judgement.
• Delivering consistently high‐quality customer experiences while maintaining strong case ownership and customer satisfaction.
• Confidently handling inbound customer phone calls whenever they’re needed.
• Investigating and resolving payment‐related issues using our internal systems and tools.
• Supporting new customers through onboarding and carrying out basic risk assessments.
• Helping retain customers by understanding their needs and finding the right solutions rather than defaulting to escalation.
• Becoming an expert in ANNA’s Business Admin products, helping customers with invoicing, VAT, payroll, expenses, tax and other admin tools.
• Investigating root causes, resolving issues directly with customers and turning challenging experiences into positive ones.
• Escalating cases only when genuinely necessary while remaining accountable for the customer’s overall experience.
• Working closely with teams across the business to improve processes and customer outcomes.
• Spotting recurring trends, identifying opportunities for improvement and helping test new ways of working.
• Sharing customer insights that help shape our products, services and support experience.
• Building genuine relationships with customers by understanding their businesses, goals and challenges.

• Loves solving problems and genuinely enjoys helping people.
• Is comfortable making decisions independently and taking ownership.
• Can confidently switch between different products, systems and types of customer conversations.
• Stays calm under pressure and enjoys investigating more complex issues.
• Takes pride in delivering an exceptional customer experience, even during difficult conversations.
• Has excellent written communication skills and can explain complex information simply.
• Is naturally curious and always looking for better ways of doing things.
• Enjoys collaborating with others while being equally comfortable working autonomously.
• Wants to make a meaningful contribution to both our customers and the wider business.

Our customers need us around the clock, so this role is dedicated to providing exceptional overnight support.

Shift Pattern

• 5:00 PM – 2:00 AM
• Four days on, four days off
• This means you’ll enjoy long stretches of time off throughout the year.

Holiday

• 28 days annual leave plus your birthday off.
• Due to the shift pattern, annual leave is capped at four shifts per calendar month, which can create up to 12 consecutive days off when combined with your scheduled rest days.

• Starting salary of £25,000
• £550 monthly Night Shift Allowance (worth £6,600 per year)
• Annual salary review opportunities
• £1,000 annual Continuous Learning budget
• £1,000 annual "Take A Break" wellbeing budget
• Private Bupa healthcare
• Growth Share programme
• Perkbox wellbeing platform, including fitness, rewards and mental health support
• Cycle to Work and Nursery Care salary sacrifice schemes
• Regular virtual and in‐person social events
• Half days on Bank Holidays with full day’s pay
• 28 days annual leave, increasing with length of service
• Your birthday off every year

ANNA is an equal opportunity employer. We hire based on ability, potential, and what you can bring to the team — nothing else. If you need adjustments during the process, just let us know. We’ll work with you.