Senior Customer Support Agent, Bits

Work in Startups

Salary not provided

Senior level

London

4 days a week in office (Camden, London)

Store card for building credit

Job no longer available

Store card for building credit

21-100 employees

FintechB2CCredit ScoringMarketplacePersonal financeLending

Job no longer available

Salary not provided

Senior level

London

4 days a week in office (Camden, London)

21-100 employees

FintechB2CCredit ScoringMarketplacePersonal financeLending

Company mission

To promote financial inclusion by providing a path to credit for those neglected by mainstream lenders.

Job

Company

Role

Who you are

Proven experience in a customer support management role
Strong leadership and people management skills
Excellent communication and interpersonal skills
Experience in the fintech industry is a plus
Ability to handle high-pressure situations and resolve customer complaints
Proficient in customer support software and tools
Knowledge of customer support metrics and reporting
Bachelor's degree in a relevant field

What the job involves

As the Customer Support Manager at Bits, you will be a vital part of our team, responsible for managing and overseeing the customer support operations
You will lead a team of dedicated customer support associates and ensure the delivery of exceptional customer service and support
This is an exciting opportunity to work in a startup environment and contribute to our mission of bringing financial opportunities to those in need
Manage and provide leadership to the customer support team
Establish and implement customer support policies, processes, and procedures
Ensure the team's productivity and efficiency in handling customer inquiries and issues
Monitor customer satisfaction metrics and make improvements as necessary
Collaborate with cross-functional teams to address customer needs and concerns
Identify areas for improvement and implement initiatives to enhance the customer support experience
Stay up-to-date with industry trends and best practices in customer support

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

Top investors

Trustpilot (4.6)

Company

Funding (2 rounds)

Aug 2020

$0.2m

SEED

Oct 2018

$0.2m

SEED

Total funding: $0.4m

Company benefits

Free fruit in the office
28 days holiday, including bank/national holidays
Laptop and phone of your choosing
Regular team meals
Team socials

Company HQ

Westminster, London, UK

Leadership

Faisal Khalid

(CEO)

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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