Customer support manager

Hybrid working with 2 days a week in our Edinburgh office.

Seccl is the Octopus-owned embedded investment platform that's on a mission to helping more people to invest - and invest well.

We're B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.

We're also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.

Check out the Seccl website for the latest on our products and our mission to shape the future of investments.

This role is responsible for leading relationships with key firm operational teams with a focus on delivering tomer support managers own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems. In order to do this, you'll have a deep understanding of firm businesses, our technology capability and our ops, product and engineering functions to ensure strong collaborative delivery.

In this commercially significant role, you'll be our customers' go-to escalation point, a cross-functional problem solver and be at the forefront of spear heading delivery improvements for ongoing customer experience excellence.

• Leading escalations with confidence - investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers
• Solving problems with technical depth - digging into data, systems and workflows to identify root causes and deliver the right fix
• Championing collaboration - acting as the bridge between internal teams and our customer firms, ensuring we're aligned and tackling the right problems
• Enabling and educating - supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice
• Improving how we work - spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling
• Staying compliant and customer-first - making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
• Turning data into insights - monitoring customer health, analysing query trends and sharing findings that drive continuous improvement

• You are confident handling escalations and thrive on solving complex problems
• You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
• You are comfortable with technical detail - maybe you've worked with APIs or system integrations before
• You think in systems and data - turning patterns and trends into actionable improvements
• You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders.
• You are curious, collaborative and driven to make things better - for our customers, our team and our processes

• You rely on a lot of top-down direction. Here, you'll have a lot of freedom and ownership of your role, and you'll be expected to shape your own progression.
• You're not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen.
• You don't like change. You'll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty.

We offer a generous mix of benefits for the things that really matter to our people, including:

A salary between £50,000 and £65,000 - dependant on experience + reviewed annually

27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave

Two volunteering days per year

Option to work abroad for up to six weeks a year

Secclbrate - our recognition programme that…