Customer Support Specialist

About the Company

InvestEngine was created by the co-founder of Gumtree and is designed for investors who think long term. The business brings together strong automation and very low fees to keep investing straightforward and efficient. It now oversees more than £3.1 billion in assets, has more than doubled in headcount over the last year, and has received several industry recognitions. The company offers a compelling product, a rapidly expanding customer base, and a team focused on improving the investing journey.

Role Overview

The company is hiring a Customer Support Specialist to partner closely with its UK team. The role suits someone who likes digging into the details of issues, handling customer questions, and working with internal teams to resolve technical and operational matters. You will also help communicate with users through different channels and contribute broadly across the business with a practical, hands-on attitude. As the company is still scaling, the position carries real responsibility and offers the chance to support the growth of a new UK investment service that is intended to expand internationally.

Key Responsibilities

• Guide customers through onboarding and information requests with clear, professional communication.
• Handle account opening and closing activities, including ISA transfers.
• Support additional customer communication channels such as the forum and social media.
• Explain the service to customers in a clear, accurate, and simple way.
• Monitor and manage workflow queues and shared mailboxes.
• Respond quickly and appropriately to customer complaints.
• Work closely with teams across the wider business.

Compliance and Regulatory Support

• Ensure all client service activities follow the firm's AML and KYC procedures.
• Apply awareness of regulatory requirements covering financial crime, advice, complaints, and treating customers fairly.

Skills and Experience Needed

• Strong command of English.
• Excellent written and verbal communication skills.
• Ability to work independently and take initiative.
• Advanced MS Office skills, especially Word and Excel.
• A process-focused mindset with the ability to spot improvements.
• Prior experience using a helpdesk platform, preferably Zendesk.

What the Company Offers

• Meaningful responsibility from the first day, with work that directly supports business stability, efficiency, and growth.
• Opportunities to take on more responsibility and influence how the company operates as it expands.
• An open, transparent culture with clear communication and cross-team collaboration.
• A supportive team of skilled professionals who are knowledgeable and generous with their expertise.

Hiring Process

• A gamified cognitive assessment to assess problem-solving style, followed by a job-related task.
• A competency-based interview covering relevant experience and technical capability.
• A leadership interview to assess fit with the company's culture, values, and strategic direction.

Additional Information

This is a start-up environment, so the role calls for flexibility, ownership, and a willingness to get involved wherever needed. The successful candidate will play an important part in building an exciting new investing service for the UK market as it prepares for future international growth.