Support and Operations Associate, Lightning Reach

• You must be a self starter with excellent written communication skills, motivated by our vision of enabling anyone to access the support they need to build lasting financial resilience
• High emotional intelligence and empathy: You’re comfortable supporting people in vulnerable situations or experiencing financial hardship. You approach every interaction with sensitivity, respect, and a genuine desire to achieve a meaningful outcome for the user
• Customer support or client-facing experience: You have experience proactively helping customers solve problems, building trust and communicating clearly across channels
• Ownership mindset: You don’t wait to be told what to do ; you identify problems, communicate them clearly and take responsibility for driving things forward
• Strong written communication skills: You can write clear, user-focused copy, and think creatively about how to communicate information in a way that’s easy to understand
• Reliable and detail-oriented: You deliver high quality work on time, pay close attention to detail and take ownership of moving tasks forward
• Highly organised: You’re able to manage multiple priorities and deadlines at once without losing focus or quality
• Adaptable and comfortable with ambiguity: You can work effectively in a fast-changing environment, adjusting your approach as the organisation and role evolve
• Flexible and solutions focused: You’re happy to step in where needed, tackle a wide range of tasks across customer support and operations, and approach new challenges with a practical, problem solving mindset
• This a fully remote role, available on a part-time or full-time basis

Desirable

• We’re looking for a Support and Operations Associate to work closely with our Business Operations Manager and play a key role in shaping how the business operates as we scale
• This is a fully remote role offering flexibility, autonomy and the chance to do meaningful work in the tech-for-good space. This role is available on a part-time or full-time basis.
• The role focuses primarily on user support and communications, with opportunities to develop skills and contribute across other areas of Operations. It is also ideal for someone who wants to build a broad skillset and gain experience across parts of a growing, mission-driven organisation
• Provide day-to-day user support: Manage day to day enquiries, providing excellent customer service and care for our vulnerable user base
• Ownership of user support processes: Take responsibility for handling support queries and maintaining clear, effective processes, flagging issues and suggesting practical improvements where needed
• Maintain the knowledge base: Create, update, and improve help articles and guidance for individuals and support workers to ensure information is accurate and easy to understand
• Be the voice of the user: Gather and share user feedback with the wider team, representing user needs and insights in product and business decisions
• Support communications: Write clear, user-focused copy and help produce content across channels as needed

• Apply via Welcome to the Jungle
• First round interview with our Business Operations Manager
• Take home task, followed by a task assessment call with the team
• Final round interview