Product Support Specialist

Freetrade is a next-generation investment tech startup, bringing free stock investing to the UK and Europe for the first time ever. We’ve built a beautiful investing app to trade in real shares, with zero commissions or fees in a fluid, mobile-first experience.

Our mission is to build a totally new culture around investing: innovative, customer-first and universally accessible. With over £6m in funding so far and as one of the most overfunded companies ever on Crowdcube, we're a growing team poised to disrupt the £1.2 trillion UK retail investments market. And that's just the start.

With fast pace growth since our first Product rollout in September 2018, we are now seeking a Product Support Specialist to come join our team. This is an exciting time for a detail-oriented, hands-on technical problem solver to come on board and help shape technical support for Freetrade and our Customer Operations team. You will work within our Customer Operations team and be the first dedicated full-time people as a technical support specialist.

You'll have the opportunity to help us develop the operational blueprint for support, building for customer excellence and scale. You will report to our Head of Customer Operations.

In your first twelve months at Freetrade, you will: 

  • Develop technical product support processes and workflows, introducing a new level of support that will help to action customer-facing issues faster.
  • Investigate, triage and resolve escalated issues, providing a high-quality experience for customers.
  • Handle urgent incidents, working with Engineering and Operations to reduce customer impact.
  • Work cross-functionally using a data-driven approach, to prioritise customer-impacting features and improve product quality.
  • Develop new processes and suggest solutions that will enable the team or customers to self-resolve issues, or pre-empt them.
  • Provide process and troubleshooting documentation, and deliver regular training to the team.

Our work culture prioritises ownership, speed, care and effectiveness and you’ll have the freedom to pursue your own ideas and solutions. 

About you:

  • A background in technical support or similar.
  • A passion for helping and solving customer issues, challenging decisions made.
  • Ability to be calm and handle tough customer issues.
  • Strong analytical skills.
  • An effective communicator and can work cross-functionally with Operations, Product and Engineering.
  • You love to learn new skills and want to develop your existing ones to maximise your potential.
  • You care about the impact you make and take ownership of your work.

Benefits Summary:

You’ll have a stake in the company you’re building, with stock options benchmarked to US companies (not Europe), so your equity will be truly meaningful.

We also support you with a range of extra perks, including top-end health and life insurance for you and the family. Up to 5% pension contribution which we’ll match, enhanced parental leave, opportunities for learning and development, MacBook Pro, snazzy headphones... whatever tools you need.

Our office is in a beautiful co-working space, Second Home in Spitalfields, which has an abundance of health, wellness and cultural events happening every day - and buzzy Brick Lane is just a street away. 

We're very open about what we're working on, and the best places to learn more are our buzzing community forum and our blog.

We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.

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