Customer Success Assistant

4 weeks ago


London, United Kingdom Acre Full time

**Better homebuying for everyone involved**

Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new end-to-end system for mortgage advisors.

Our platform cuts out the unnecessary admin, pain and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow, to getting your keys. We're guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers. We won’t stop until the process of buying, mortgaging, conveyancing, and insuring your home is affordable and completely seamless.

In Acre’s **Customer Success **team, you are at the frontline of customer interactions. You will be promoting the adoption of Acre among mortgage brokers, helping them get the most out of our end-to-end system. You will help onboard, train and manage the day-to-day interactions with them. You are also a problem solver who will play a critical role in managing customer escalations, upcoming product changes, and resolutions to their issues. You will work in close collaboration with other teams at Acre, in particular Product, Design and Business Development, as an advocate for user needs and to ensure the product continually delights our customers.

This will be a fantastic opportunity to gain experience in a fast-paced Fintech start-up and directly contribute to its growth.

**As our Customer Success Assistant, you will be**:

- Developing and maintaining a deep knowledge of our product and users
- Assisting brokers with their day-to-day support requests while providing them with outstanding customer experience, under the supervision of a more senior Customer Success colleague
- Helping the team triage and categorise customers' feedback so we can use it as a base to improve our product
- Participating in producing clear and simple communications around our product (e.g. release notes, product documentation, training videos etc.)
- Assisting the team with delivering high quality trainings for users
- Taking part in the on-boarding and training of new customers
- Generating reports for the team and Head of Customer Success in order to help drive effective decisions around customer outcomes and experience
- Are an excellent communicator, both written and verbal
- Are disciplined and detail oriented
- Are proactive and eager to learn
- Are a resourceful, quick, sharp and creative problem solver
- Are passionate about customer success and making clients happy
- Like teamwork yet are able to work with mínimal supervision and a high degree of autonomy
- Have a bachelor’s degree or equivalent experience

**What we offer**:

- Chance to make an impact within a fully funded, early-stage Fintech start-up in a unique position to make a difference to the mortgage market.
- Competitive compensation package relative to experience
- 25 days leave plus national holidays as standard
- Vibrant office in Central London with monthly social events
- Private healthcare, a cash plan, pension contribution
- Cycle to work scheme

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is changing people’s lives for the better, then we’d love to hear from you.



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