Customer Support Executive

Job Description

We’re on a mission to protect society from fraud and money laundering. We’ve already protected over 1 million people through life’s big transactions, with a core aim to protect 3 million people by the end of 2024.
Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.
Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.
Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.
Over 1000 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $25m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.
The role
This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. We envisage this team member would join the consumer team, however, both consumer and client have interchangeable skills & duties.
The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquires each day. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes change and become an expert in our app.
You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.
The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You'll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.
Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.

Your core responsibilities will include:

• Take overall responsibility for your part of customer support and helping customers get the most out of Thirdfort.
• Work with the support team to deliver against ambitious targets.
• Be highly organised and be able to juggle enquiries; seeing ID checks through to completion by raising tickets and callbacks.
• You will have an open and friendly attitude that puts customer service at the heart of everything you do.
• You will have the ability to communicate effectively and persuasively; patience and empathy are essential.

About you:

• Incredible Customer Support Executives are not easy to find, so we are looking for individuals who love helping people and are keen to grow and develop within our team. In return we will offer learning & development, and the opportunity to work on exciting projects across the business; you are focused on a career in customer support and looking for a company that will help you to hone your skills.
• Be happy to get your hands dirty as the front line of our Thirdfort Support team - in busy periods that is dealing with high volumes of inbound enquiries, and tackling them all with a calm and good humoured approach.
• You’ll want to devour information from our clients & users so that we can make continual improvements to our app journey.
• Understand the key pain points we are solving for our clients.
• You will be hungry to join an epically exciting startup. You’ll get excited about the prospect of rolling your sleeves up and getting stuck in because you recognise the huge opportunity to grow with our Support team.
• 1-2 years Customer Support experience is helpful, especially in the start up or tech or legal space. However, we’re open minded and interested in grads or people coming from jobs in other areas who can demonstrate the above skills.

Life at Thirdfort:

• £23-25K annual salary (dependant on experience)
• Uncapped Holiday
• Enhanced sick leave
• Enhanced Parental Leave
• Up to 30 days Working from Abroad
• Regular company and team socials
• Regular Lunch & Learns sessions, as well as an uncapped budget for personal development
• Wellness campaigns, including #wellnesswednesdays which provides wellness prompts & tips to the team
• Share options for all UK employees
• Customisable wellness budget and £250 WFH Budget
• Private Health care through our provider, AXA
• Enhanced employer matching pension scheme with salary sacrifice options
• Access to our Cycle to Work scheme and our Electric Car Scheme



We’ve created our benefits package to reflect Thirdfort’s mission and values. We place a strong focus on Security first given what we do, extending this to our team’s physical, mental and financial security to support them through their big life moments. Our benefits exist to empower our team, ensuring they feel supported and able to work in the way that enables them to do their best work.

We’re committed to building an inclusive, equitable and diverse culture where everyone has a chance to make a difference. We’re purposefully building a team of problem-solvers that reflect our values - which is why we hire from all backgrounds. If you're an ambitious, talented individual who takes ownership, you'll be a great Thirdforter.
If you require any reasonable adjustments during the application or interview process, please let your dedicated Talent Manager know and we’ll do our best to accommodate.