Customer Support Agent
Edinburgh
Full-time
In office 4 days/week
1. Are you curious and excited by experimentation?
2. Do you want to keep learning and developing while gaining hands-on experience in embedded payments?
3. Do you want to play a key role in delivering a world-class customer experience?
If so, we would love to hear from you
Who We Are
Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products. Find out more about us on our website and careers site.
What You'll Do
4. Respond to customer enquiries via web, email, phone, and other channels, ensuring timely and effective resolution.
5. Investigate and diagnose issues using company and online resources, maintaining accurate communication and issue logs.
6. Collaborate with your team to continuously improve the quality of service provided to customers.
7. Take ownership of the customer experience, seeing complex issues through to resolution.
8. Work flexibly between 8am and 6pm, Monday to Friday (35-hour week), with 24/7 out-of-hours support on a rota basis (1 week in 6).
9. Contribute ideas and share knowledge to help improve processes and customer outcomes.
Who You Are
What you'll need:
10. A curious mindset and proactive approach to problem-solving.
11. Experience supporting customers via phone and email.
12. Confidence in communicating with customers and tailoring your style to different audiences.
13. High attention to detail and ownership of the customer experience.
Nice to haves:
14. Experience providing 1st line technical support or troubleshooting technology products.
15. Complaint handling experience.
16. Academic background in finance, technology, or business, or European language skills/experience with overseas clients.
What We Offer You
17. Share Options – Company Share Option Plan (CSOP).
18. Bonus – Annual discretionary bonus based on company and individual performance.
19. Flexible benefits – £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental, etc.
20. Wellbeing app – Confidential, on-demand access to therapy, coaching, and more.
21. Holidays – 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year's Day are fixed holidays; you choose the rest.
22. Learning opportunities – Two-day onboarding (ModStart) and ongoing development support.
23. Company-wide events – Participate in collaborative and engaging events.
24. Bike to work / E-bike scheme
ModInclusion
At Modulr, we're committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it's the right thing for our people, our business, and the community we operate in.
By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing – but please note that this means we will no longer consider you for the role you have applied for.