Customer Support Manager, Seccl
£50-65k
2 days a week in office
The embedded investment platform
Job no longer available
The embedded investment platform
101-200 employees
Job no longer available
£50-65k
2 days a week in office
101-200 employees
Company mission
Seccl is the Octopus-owned embedded investment platform that’s helping more people to invest – and invest well.
Role
Who you are
- You are confident handling escalations and thrive on solving complex problems
- You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
- You are comfortable with technical detail – maybe you’ve worked with APIs or system integrations before
- You think in systems and data – turning patterns and trends into actionable improvements
- You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders
- You are curious, collaborative and driven to make things better – for our customers, our team and our processes
- If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!
What the job involves
- This role is responsible for leading relationships with key firm operational teams with a focus on delivering at pace. Customer support managers own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems
- In order to do this, you’ll have a deep understanding of firm businesses, our technology capability and our ops, product and engineering functions to ensure strong collaborative delivery
- In this commercially significant role, you’ll be our customers’ go-to escalation point, a cross-functional problem solver and be at the forefront of spear heading delivery improvements for ongoing customer experience excellence
- Leading escalations with confidence – investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers
- Solving problems with technical depth – digging into data, systems and workflows to identify root causes and deliver the right fix
- Championing collaboration – acting as the bridge between internal teams and our customer firms, ensuring we’re aligned and tackling the right problems
- Enabling and educating – supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice
- Improving how we work – spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling
- Staying compliant and customer-first – making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
- Turning data into insights – monitoring customer health, analysing query trends and sharing findings that drive continuous improvement
Application process
- Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team):
- First stage – 45 mins competencies-based interview with the hiring manager
- Second stage – one-hour technical interview or assessment
- Final stage – 45 mins bar-raiser culture-based interview
- ⏳ We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying
Our take
Seccl is an embedded investment platform revolutionising how companies offer investment services. With its API-first technology infrastructure, it helps financial professionals and businesses launch and manage investment platforms easily. By simplifying old, clunky processes, Seccl gives firms the tools they need to offer customers a seamless, digital investing experience - whether it's for financial advisers, neobanks, or fast-growing startups.
Since being acquired by Octopus in 2019, Seccl has seen impressive growth. Now supporting over 1 million investors, it manages more than £6 billion in funds through its platform. With this, Seccl is well on track to power even more businesses, and as it continues to grow, its mission to disrupt the industry with smarter, scalable solutions is only growing in momentum.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Flexible/hybrid working: We don’t prescribe when or how many days you come into the office. It’s what you deliver that’s important
- Events and socials: Twice-yearly all-company offsites, regular team socials and plenty of non-work activities – from gigs to sporting activities – to get stuck into
- Private medical: Access GP and other health and dental appointments work through private medical insurance
- Focus on mental health: Your wellbeing is more important than work. We offer free and confidential access to therapy if you need it
- Long-service award: A month’s fully-paid sabbatical when you’ve worked here for eight years (we’re part of Octopus, after all)
- The usual stuff: 27 days’ holiday (plus religious holidays and your birthday), Cycle2Work scheme and workplace pension
Company values
- Never settle
- Take ownership
- Be generous and candid
Company HQ
Holborn, London, UK
Articles
Leadership
David Ferguson
(Executive Chairman)Joined Seccl in 2022 as CEO. Before that, they spent 15 years as the CEO of Nucleus Financial Group.
Jonathan Dees
(CEO)Previously COO of Octopus Investments and ZPG. Before that, they were Interim CFO at the Fairtrade Foundation.
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