Customer Champion - Support

Why Money Dashboard?
We’re building the best personal finance app in the world

We first launched in 2010, with a small team in Edinburgh, passionate about making the often-confusing world of personal finance more open, transparent and accessible for everyone.

Today our mission remains the same: to help people from every walk of life be happier and more successful by mastering their money. We’re on a mission to change millions of lives, and have made a strong start. And the best is yet to come. 

Are you passionate about our mission? Do you want to be part of the next big fintech success story? 


That’s where the team comes in
We hire the best people and let them get on with it

A strong belief in what we do is what gets us out of bed in the morning. We believe less in job titles and more in organising ourselves with a common goal to get things done.

  • We collaborate and seek input from others to do our best work 
  • We are accountable for our own acts and omissions, celebrate our wins and look for ways to improve our work, our product and ourselves 
  • We disrupt and we learn fast
  • We focus on creating a culture that works for everyone and seek people who will help us challenge our own assumptions

Are you ready for the challenge?
Your focus will be on helping create a world-class support team who are driven by making our customers happy. Your goal will be to not just handle reactive support queries and troubleshoot technical challenges, but develop ways to promote retention and loyalty and grow the lifetime value of our customers. You will find ways to proactively engage customers at risk of leaving, grow user adoption and help identify and remove friction points in the product.

You have excellent verbal and written communication skills, as well as the ability to effectively prioritise and manage your time. You can multitask across systems and applications while analysing, isolating and resolving a variety of complex technical issues. 
You effortlessly engage, explaining solutions step by step with patience and tailor your approach to meet the needs of each individual customer. You’re not only here to help fix technical issues, but also provide an incredible customer experience. 

Here’s what our ideal Customer Champion looks like:
  • Experience supporting customers via phone, E-mail, chat and/or in person
  • Real passion for customer service and ownership of the customer experience, including comprehensive issue resolution
  • Ability to handle your own workload and work independently in a dynamic, constantly changing environment
  • Ability to maintain a positive attitude through periods of change
  • Effective time management including the ability to multi-task, organise and prioritise
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
  • Constantly seeking ways to identify ways to improve the support we provide to our customers
  • Knowledge of Zendesk is an advantage

Above all, you must be an active participant in our mission to make the worlds best digital money management tool and proactive in your approach to initiatives or tasks that may not necessarily be written in a job description. Your mission is to champion the needs of our users and help to hold the team accountable for putting users at the heart of everything we do.


Sound like you? Here’s some of what you’ll be doing:
  • Get to know the MDB products inside and out. 
  • Triage tickets and identify any support themes needing escalation
  • Engage with users on multiple channels including Twitter, Facebook and Live Chat to ensure our users can always reach us in a way that is convenient for them.
  • Provide technical support to customers or training on the app (even better if you can help customers plan and understand the best ways to use the app based on their particular needs). 
  • Work in a fast paced environment and under time pressure to deliver excellent customer service
  • Analyse customer support tickets and sentiment and present your insights to product and development teams to ensure the customers voice is heard in all our product development decisions.
  • Work with the product and development teams in the planning and scheduling of releases to ensure the support team are prepared for new releases
  • Produce proactive support content such as written articles, videos and help guides 

You’ll be in good company 

You will be part of an evolving team of high achievers ready to change the financial world for the better, starting with the 200,000 people already using Money Dashboard. You will have an immediate impact and play a key role in taking Money Dashboard to the next level.


What we offer:
  • Competitive Salary 
  • Pension Contributions 
  • 33 days of holidays plus a hot day on the rare occasion it gets hotter than 22 degrees in Edinburgh!  
  • Fully flexible holidays (take the days whenever you want)
  • Perkbox - think cheap cinema tickets, free coffees and mobile phone insurance
  • The opportunity to learn, grow and progress your career
  • Conferences and Events so you can learn from tech’s brightest minds 
  • Free food after 7pm when you want to stay late to get even more done
  • Extra day of holidays for each year of service.
  • Staff lunch on Fridays 
  • Equity based incentive package
  • Cycle to work scheme
  • Your choice of tech kit 


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