Senior Customer Support Agent, Bits
4+ days a week in office (Camden Town, London)
Credit cards and more
Be an early applicant
Credit cards and more
21-100 employees
Be an early applicant
4+ days a week in office (Camden Town, London)
21-100 employees
Company mission
To help customers learn to manage credit.
Role
Who you are
- You will have 2-7 years experience in customer support, ideally at a tech company
- Previous customer service experience, preferably in a live chat & email support role
- Excellent written communication skills with a strong command of grammar and spelling
- You're able to show empathy for the customer, and to understand the stressful environment a lot of our customers operate in
- Ability to multitask and respond to live chat inquiries in a timely manner
- Strong problem-solving and critical thinking abilities
- Customer-focused mindset with a positive and empathetic approach
- Proficient in typing and navigating computer systems
- Knowledge of financial services and products is a plus
- High school diploma or equivalent
- Availability to work on weekends not compulsory but preferred
What the job involves
- We are currently hiring 1-2 Senior Customer Support Agents to support our growth
- Many consumers are still in the dark when it comes to how credit works, and it can often seem a confusing and stressful subject. As Customer Support Agent at Bits, you will provide support across a variety of channels to aid customers in their credit building journey
- Processing customer requests and queries via telephone, email or instant message
- Investigating and resolving customer complaints quickly and patiently
- Keeping confidential records and financial information private and secure
- Learning how to use database systems and technology to deliver great customer support
- Communicating with customers effectively, and assisting with security checks, account enquiries or flagged account issues raised by the customer
- Engage with customers through email, phone and live chat, providing prompt and accurate responses
- Assist customers with inquiries, troubleshoot issues, and provide product information
- Educate customers on our services and assist with account-related inquiries and updates
- Document customer interactions and update customer records with accurate information
- Follow company guidelines and procedures to ensure consistent and quality customer service
- Collaborate with cross-functional teams to address customer needs and escalate issues when necessary
Application process
- The recruitment day for this role will be on 12/08/2026 at our office in Camden Town, London
- Interview with Head of HR
- In-person assignment
- Interview with Customer Support Manager
- A final interview with CEO
Salary benchmarks
Our take
Oftentimes, the advice to those with low credit is to build it up with the careful use of high-interest credit cards. However, this comes with the obvious downside of being high risk as well as high reward. Bits, instead, helps people with low credit to improve their scores with a subscription store card that lets them access in-store savings while quickly raising their credit score.
Millions of people in the UK have difficulty accessing financial services due to their credit scores, so it is no surprise that a number of other startups like Pockit and Portify have emerged offering alternative products for this underserved group. Bits, however, stands out for its unique approach that doesn’t put people into any debt at all - with the company making no money on interest.
As Bits has grown, it has expanded its product and now reports to Equifax and TransUnion on top of Experian. Boasting 300,000 users and a strong rating on Trustpilot, it is clear the company has already made an impact and it will be interesting to see what it does in the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Sep 2020
$0.2m
SEED
Oct 2018
$0.2m
SEED
Total funding: $0.3m
Company HQ
London, UK
Leadership
Faisal Khalid
(Founder)A Harvard graduate in Economics, Faisal has over a decade of experience in major payment companies such as American Express. More recently, they founded Paysnapp, an online payment service for low income migrant workers which was acquired by VFD bank.
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