Customer Support Agent

About the role

Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products. Find out more about us on our website and careers site .

Responsibilities

• Respond to customer enquiries via web, email, phone, and other channels, ensuring timely and effective resolution.
• Investigate and diagnose issues using company and online resources, maintaining accurate communication and issue logs.
• Collaborate with your team to continuously improve the quality of service provided to customers.
• Take ownership of the customer experience, seeing complex issues through to resolution.
• Work flexibly between 8am and 6pm, Monday to Friday (35-hour week), with 24/7 out-of-hours support on a rota basis (1 week in 6).
• Contribute ideas and share knowledge to help improve processes and customer outcomes.

Requirements

• A curious mindset and proactive approach to problem-solving.
• Experience supporting customers via phone and email.
• Confidence in communicating with customers and tailoring your style to different audiences.
• High attention to detail and ownership of the customer experience.
• Experience providing 1st line technical support or troubleshooting technology products.
• Complaint handling experience.
• Academic background in finance, technology, or business, or European language skills/experience with overseas clients.
• What We Offer You
• Share Options - Company Share Option Plan (CSOP).
• Bonus - Annual discretionary bonus based on company and individual performance.
• Flexible benefits - £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental, etc.
• Wellbeing app - Confidential, on-demand access to therapy, coaching, and more.
• Holidays - 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year's Day are fixed holidays; you choose the rest.
• Learning opportunities - Two-day onboarding (ModStart) and ongoing development support.
• Company-wide events - Participate in collaborative and engaging events.
• Bike to work / E-bike scheme
• ModInclusion

Benefits

Additional Information

Edinburgh, UK Full-time In office 4 days/week Are you curious and excited by experimentation? Do you want to keep learning and developing while gaining hands-on experience in embedded payments? Do you want to play a key role in delivering a world-class customer experience? If so, we would love to hear from you!

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