Customer Support Specialist

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Customer Support Specialist, you'll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo!

We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill‑set and experience. We work in cross‑functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day‑to‑day basis as well as the wider organisation.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and elevate customers' feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners.

• Has front line or back office banking experience
• Has experience in customer service in the financial services industry
• Is interested in how technology can improve people's lives
• Enjoys the startup environment
• Is customer focused
• Has a high level of organisation
• Has excellent written and verbal communication skills
• Has a high level of empathy and the ability to connect with other people

What we offer :

• Generous holiday time : 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days :
  We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program :
  We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support :
  We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension :
  We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top‑notch equipment :
  We provide top‑of‑the‑line equipment necessary for smooth hybrid work, including a Mac Book laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office :
  When you're in the office, you'll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme :
  We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme :
  We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave :
  We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth :
  As a fast‑paced, high‑growth start‑up, we're dedicated to providing our employees with room to…