About us Seccl is the Octopus-owned embedded investment platform that’s helping more people to invest – and invest well. Our sector is being held back by old tech, dismal processes and misaligned interests. Together they create pointless complexity for financial planning and investment professionals, and provide outdated, overpriced experiences for customers. We’re on a mission to fix it. We help forward-thinking financial planners, wealth managers and investment platforms to reimagine their business and client experience – empowering them to build better, more sustainable and more valuable operations, and meet the digital demands of the future, not the baseline expectations of the past. And we do it by reimagining their technology – with a low-cost, hyper-efficient and (genuinely) API-first technology infrastructure that handles millions of requests every day, and powers the portfolios of more than 160,000 investors. A regulated custodian and ISA/SIPP provider, we combine the disruptive mindset and ambitious mission to shake things up, with the commitment and substance to not screw them up. We’ve doubled the size of our business over the last six months and expect to do that a few more times over the next few years. We’re proud to be part of Octopus, the £12.8 billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money. TLDR We’re a business with insane product-market fit, impressive early traction and an offering that has the potential to transform an outdated industry for the better. The role We’re looking for a Customer support analyst to join our Customer support team. Helping new clients get to grips with our technology, and supporting existing ones with an exceptional ongoing service. We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved. On a typical day you will… Be the primary contact for your designated clients working with teams across the business to resolve their customer issues. Handle queries of all types from clients. This will include both answering inbound queries, and triaging and responding to Zendesk queries within accepted SLAs, and will span: service queries (e.g. simple questions regarding our offering) account queries (e.g. requests for specific updates relating to their account) systems queries (e.g. difficulties logging in or encounters with bugs) and more Generating MI and reporting analytics – for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc. Reviewing the operational workflow and suggesting process improvements where relevant Thinking of new and unexpected ways to ‘wow’ our customers You’ll be successful if you … Have experience and knowledge of the advice and/or fintech market. Have experience within platform industry or financial services. Are a people person with strong and confident communication skills. You’ll be able to easily build rapport and adapt your style depending on the client or situation. Have knowledge and curiosity of how technology can transform the investing experience for the better Are an expert in building relationships and have an ability to deal with complex queries. You will be confident in presenting reasoned analysis and make recommendations to senior stakeholders – both verbal and written. Have knowledge and understanding of API’s. This role isn’t for you if… You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression. You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet. You struggle to follow through on your ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen. You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty. Our culture We are proud to cultivate a culture first, human environment and genuinely listen to our people about what matters to them most. As a result, we’re proud we’ve cultivated a transparent and inclusive environment that encourages diversity of thought, challenge and experimentation. Our purpose is supported by a series of non-negotiable operating principles that define how we work to deliver value for each other and for our clients: Never settle We think of ourselves as ‘embedded hero-makers’ for our customers. We put them first, and if we say we’ll do something, we’ll move heaven earth to do it. We think boldly and embrace change. Take ownership We think rigorously and deeply about a problem, but then charge at it, acting with and urgency and speed that sets us apart. But we never lose sight on quality or long-term scalability. Be generous and candid We encourage our people – and our customers – to challenge us and never shy away from tough conversations. We have a flat and inclusive culture where everyone can be themselves – and speak up. We have offices in central Bath and Edinburgh, and London. We’re working as a hybrid team supporting each of our people to choose how they work best. We’ve always been supportive of flexible working that focuses on delivery and impact, rather than hours worked. Don’t just take our word for it, check out our Glassdoor page for the latest reviews or our Instagram, and LinkedIn for company updates and insights from the team. What’s in it for you… We offer a generous blend of benefits for the things that really matter to our people, including: 27 days holiday bank holidays (some can be flexible) day off on your birthday. 3 days (full time) per year for Dependant leave 2 days off per year to volunteer for a registered charity of your choice, including our charity partners Aid Box Community and Edinburgh Food Project Length of service award – 1 month paid sabbatical at 8 years. 6% employer pension contribution, and life assurance Private medical insurance with AXA Health Enhanced Parental leave and flexibility to integrate your home and work life in a trusted environment. Will writing offering via Octopus Legacy MacBook and up to £500 home office set up budget. £700 per person learning budget. Option to work abroad for up to 6 weeks in the year. Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace. Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and Seccl invest (our own platform for you to manage your investments) Octopus Electric Vehicle scheme after 12 months of employment Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts. Cycle to work scheme - saving money on a range of bikes and accessories. Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age or background. If you think you have most of what we are looking for, then what are you waiting for? Go ahead and apply. We’d love to hear from you