Investigations Customer Champion, Cleo AI
Plus equity
AI personal finance assistant
Posted today
AI personal finance assistant
501-1000 employees
Posted today
Plus equity
501-1000 employees
Company mission
To change the world’s relationship with money.
Role
Who you are
- Experience in a previous customer support role, ideally in fintech, tech, or a regulated environment
- Proven experience handling escalations or complex customer issues with confidence and care
- Strong written communication skills, with the ability to explain complex product or policy topics in a clear, human, and reassuring way
- Comfort making decisions within defined risk and policy frameworks, and documenting rationale clearly
- Available to work shifts that include evenings, weekends, or overnight to cover US and UK time zones
- Above all, we're looking for someone who wants to treat customers well, and can handle sensitive topics like financial stress with care and attention
What the job involves
- As an Investigations Customer Champion, you sit a step above our frontline team - handling escalated, complex, or high-impact cases that need deeper product knowledge, sharper troubleshooting, and confident decision-making
- You’ll be the go-to person when things get tricky: resolving cases that frontline agents can’t close, supporting your peers when issues escalate, and making sure customers feel genuinely heard and helped when things go wrong
- This is a hands-on customer role with real influence - your work shapes how we improve our product, processes, and the experience we deliver every day
- About the work pattern: Cleo’s users are in the US and UK, so shifts are scheduled to match their waking hours. Some shifts may include evenings, and the occasional weekend. We can accommodate people who like flexibility, as well as people who prefer consistent shifts
- Owning and resolving escalated customer cases across chat and email, including technically complex, emotionally sensitive, or high-impact situations
- Applying strong product knowledge to diagnose issues efficiently and explain solutions clearly, simply, and calmly to customers
- Using sound judgement and logical problem-solving to work through unclear or incomplete information and reach fair outcomes for customers
- Troubleshooting issues end-to-end using internal tools, documentation, and established processes, knowing when to escalate further
- Supporting frontline Champions by answering questions, sense-checking responses, and providing guidance on complex cases
- Running occasional training, shadowing, or knowledge-sharing sessions to help junior agents build confidence and capability
- Spotting recurring themes or patterns in escalations and investigations and raising them with the wider team to support continuous improvement
- Following support processes accurately while flagging gaps, edge cases, or recurring friction points when they arise
- Contributing to projects that improve macros, help centre content, internal documentation, and ways of working
- Recognising when a user may be in vulnerable circumstances - financial distress, mental health pressure, life events - and following Cleo’s vulnerable-customer process with care
- Holding Cleo’s tone: warm, clear, a bit playful, never patronising; even when conversations are difficult
Our take
People are increasingly not satisfied with the products being offered by traditional banks, which have proven slow to react to the needs of younger consumers who expect more from their everyday experiences.
Cleo was one of the first companies to make great use of chatbots that sit within Facebook's messenger app. This chatbot-first approach and Gen Z user base have given it strong virality. It now has millions of registered users, 99% of which are based in the US, leading to a decision to take a year break from the UK market to focus on its US Gen Z customers. And after a successful year in the US its now eyeing up a return to the UK.
Its Series C funding will help the company to double down in the US, where it will make a significant increase in employee headcount, and enable Cleo to maintain and expand its service during an economic downturn.
Financial advice delivered via bots is a crowded space, so Cleo benefits from having a strong brand presence. It has gone for very bold, fun, Gen Z-focused messaging which helps it to stand out from competitors such as Emma, Plum, and Chip.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2022
$80m
SERIES C
Dec 2020
$44m
SERIES B
Total funding: $137.7m
Company benefits
- Meaningful equity with early exercise, plus top-ups on promotion
- Primary caregiver: 18 weeks at full pay / Secondary caregiver: 6 weeks full pay, 6 weeks half pay (dependant on tenure)
- Paid 1-month sabbatical every 4 years
- Comprehensive health, dental & vision insurance
- Learning & development training platform
- Mental health support via Spill
- Company-wide performance reviews every 4 months
- We’ll cover your OpenAI or Claude subscription
- Pension match up to 6%
- Life assurance
- 25 days annual leave + an extra day for every year you’re at Cleo (up to five accrued days)
Company values
- Make it Happen - Own the outcome. Lend a hand, take a hand. Fast execution.
- No bullsh*t - Intellectually honest. Go hard on problems, not people. Data-backed decision making.
- Learn at Speed - Jump in and figure it out. Dig deep, do it right. Learn what matters.
- Bring Good Vibes - Read the room, lift the room. Show up for others. Keep it real, keep it positive.
Company HQ
Finsbury, London, UK
Leadership
Barnaby Hussey-Yeo
(Founder & CEO)Previously a Data Scientist at Wonga, one of the companies that pioneered the smart use of data for loan decisions. Joined Entrepreneur First where Cleo was formed.
Diversity, Equity & Inclusion at Cleo AI
- We’ve set up an internal committee of truly passionate people that are dedicated to ensuring Diversity and Inclusion is embedded in how we all operate as a team. We agree on meaningful actions, and get on with implementing them. We have three main focuses right now, which are:
- 1) Improving SocioEconomic diversity across the company
- 2) Increasing the number of women in Leadership roles
- 3) More community outreach
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