Customer Support Executive

We’re on a mission to protect society from fraud and money laundering.We’ve already protected over 2 million people through life’s big transactions.

Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.

Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.

Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.

Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.

This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. We envisage this team member would join the consumer team, however, both consumer and client have interchangeable skills & duties.

The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquiries each day. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes change and become an expert in our app.

You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.

The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email.

You'll not only need to understand our app, but become an expert on interpreting our s so you can share this knowledge with our clients. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.

Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.

• Take overall responsibility for your part of customer support and helping customers get the most out of Thirdfort.
• Work with the support team to deliver against ambitious targets.
• Be highly organised and be able to juggle enquiries; seeing s through to completion by raising tickets and callbacks.
• You will have an open and friendly attitude that puts customer service at the heart of everything you do.
• You will…