Customer Experience Specialist - Night Team

About ANNA Money

We're ANNA — short for Absolutely No-Nonsense Admin. We're on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed.

Our app is part business account, part admin assistant, and part cat (yes, we meow). We handle the boring financial stuff—like invoicing, tax reminders, and expense tracking—so our customers can focus on doing what they love.

Don't be fooled by our feline charm. Behind the playful branding is a serious fintech company with bold ideas, brilliant people, and a passion for delivering exceptional customer experiences.

Think fintech, but make it fun.

We're playful but professional. Smart but never snooty. We care deeply about our customers, our culture, and the quality of everything we do. We believe great technology paired with genuinely brilliant people can turn even the most frustrating problem into a positive experience.

While the rest of the world is winding down, our customers are still building businesses.

Whether they're sending invoices after putting the kids to bed, running an online shop overseas, or dealing with an urgent payment before tomorrow morning, our Night Customer Experience Specialists are there when they need us most.

You'll become part of a close-knit team that keeps ANNA running 24/7, solving problems, supporting customers and making sure they never feel like they're facing business admin alone.

If you enjoy working independently, love solving problems, and prefer quieter shifts where you can really focus, this could be the perfect role for you.

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-it-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…