Customer Operations Executive, Liberis
Polish Speaking
2-4 days a week in office
A new era in embedded finance
Posted today
A new era in embedded finance
201-500 employees
Posted today
2-4 days a week in office
201-500 employees
Company mission
Liberis are on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow.
Role
Who you are
- We are seeking a talented and passionate Customer Operations Associate to join our dynamic team
- You have previous experience or an interest in a career in FinTech
- You are fluent in English and Polish languages
- You love talking to customers to find ways to solve problems efficiently and independently
- You can manage a continuous high workload by being able to plan and prioritise. However, you also enjoy the daily rush of unexpected new tasks and can adapt quickly
- You want to support on additional projects which will support your development
- You have strong analytical skills, and are comfortable working with numerical data to assist you with customer queries
- You want to grow within Liberis, with an opportunity to develop and evolve this role further. As this role is crucial to expanding our growing Customer Operations function, we are looking for a real self-starter who wants to make an impact from the get-go
- The role is essential to the ongoing expansion of our Customer Operations function, and working under the Global Operations function will provide endless opportunities for cross-functional collaboration and development
What the job involves
- The successful candidate will be responsible for acting as the main point of contact for our customers and ensuring that they receive exceptional customer service throughout their journey with our company
- You will work closely with other departments to deliver a smooth and pain-free customer experience
- Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails and live-chat
- Be the voice of the customer to the rest of the business by collating and sharing customer feedback. Collaborate with other departments to make the customer journey quick, positive, and frictionless
- Identify, and solve customer payment queries
- Use your bilingual skills to assist Polish customers who require support in their respective languages
- Own the customer query and investigation from point of escalation through to resolution
- Be open-minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution
- Perform admin tasks for in-life customers
- Strong ability to multitask and prioritise tasks in a fast-paced work environment
- Active listening skills to understand and address customer needs
- Use Salesforce CRM, Zendesk and other software tools
- Provide support to the colleagues in your team for quick customer resolution. Fill in when needed for other in-life teams and colleagues
- Work as part of a close-knit team with a shared vision of doing right by the customer
- Demonstrate Liberis values: to be open, interested, proactive and bright
Salary benchmarks
Our take
London-based Liberis offers small businesses a new way of securing financing. By taking an agreed % of customer credit and debit card takings, Liberis has created a brand new system of repayment, meaning small businesses no longer have to rely on traditional financing. Whilst small businesses are a cornerstone of the global economy, they are continuously turned away by traditional lenders, hence Liberis has been able to harness a crucial part of the global market whilst boosting small business.
Liberis isn't the only 'pay-as-you-earn '-style finance provider: it competes with similar schemes provided by the likes of Amazon and Paypal. Nonetheless, it has seen rapid growth and has funded around $1B to over 23,000 SMEs across the UK, Europe, and the US. This can be accredited to the platform's use of machine learning to understand a customer's risk profile, and hence the maximum funding options available to them. It's other standout feature is its frictionless end-to-end funding experience, which uses a single API integration to accelerate the timeline from application to finance.
Liberis operates an impressive global partner network that consists of eCommerce platforms. It has raised significant funding that will enable it to grow its European and US presence with new partners as well as established ones like eBay US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Autonomy
"Autonomy and independence is in abundance at Liberis! Since starting with the organisation I have had ownership of my role and I can see the value..."
Funding (last 2 of 3 rounds)
Dec 2021
$43.6m
LATE VC
Dec 2020
$63.1m
LATE VC
Total funding: $147.1m
Company benefits
- 25 days holiday a year, with 3 additional days taken over the Christmas & New Year periods. Option to buy and sell holiday days.
- Annual Bonus Scheme. % based on a combination of company performance and your individual performance.
- Clear and transparent Commission Scheme to motivate and reward our Sales teams.
- Life Assurance at 3x annual salary.
- Learning fund. If you’ve got skills you’d like to develop, we’ll give you £1,000 a year to go for it.
- Our partnership with mental health platform ‘Spill’ offers support for a huge range of needs, from work-life balance and personal growth to counselling.
- After 2 years of continuous service you can take a sabbatical for up to 3 months.
- Pension scheme. 5% employee (option to pay more) / 4% employer contributions.
- Primary carers. 20 weeks at full pay after 26 weeks of service.
- Secondary carers. 12 weeks at full pay after 26 weeks of service, with an option to split time off within the first 12 months of birth or adoption.
- Fertility support. 2 days for partner per cycle, 5 days for woman per cycle.
- Medical cash plan. Claim money back towards the cost of your essential everyday healthcare, such as dental, optical, physio and GP appointments.
Company values
- Empathy Always. We respect and empathise with one another.
- Small Businesses Matter Most. We only succeed, when small businesses succeed.
- Communicate Directly. Everyone has a voice, and we encourage them to use.
- Own Every Outcome. Great things don't happen by accident.
- Prove It. Talk is just talk without the data to back it up.
- Act Like Time is Running Out. The world moves fast, so do we.
Company HQ
Shepherd's Bush, London, UK
Articles
Leadership
Rob Straathof
(CEO, not founder)Previously founded Taste 2. Experience as Director for Newable Business Finance Ltd, Non Executive Director for Folkefinans AS, Director for Everline Financial Services.
People progressing
Tracy joined Liberis in 2014 as a Sales Executive and has progressed to a Senior Manager leading our Global Customer Operations team. She now has team members across the UK, Sweden and the US.
Ollie joined the Product team at Liberis in September 2021, he has since been promoted twice and is now in the role of Chief of Staff, working alongside our CEO and Executive team.
Diversity, Equity & Inclusion at Liberis
Izzy Brooman (Head of Marketing)
- The DEIB committee are the grassroots group of advocates at Liberis. We champion cultural transformation within Liberis and the wider community. And celebrate the things that make us special!
- We have a holistic approach to D&I by considering how we can make the world a better place through all aspects of our value chain: celebrating and supporting our employees, providing the best experience for our customers, encouraging D&I best practices from our suppliers & engaging with the wider community.
- We have a hive of activity happening around the business to make sure we’re always pushing for more. Everyone is encouraged to get involved to help us to continue to build an excellent culture at Liberis.
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