Customer Support Specialist

Customer Support Specialist Be the voice of a high-growth fintech – fix real issues for real people, shape better investing with us. About Us: Founded by the co-founder of Gumtree, InvestEngine is built for modern, long-term investors. We combine market-leading automation with exceptionally low costs to make investing powerfully simple. We now have over £2.8 billion in assets under management , have more than doubled in size over the past year , and have won multiple industry awards. We have a powerful product, a fast-growing customer base, and a team obsessed with building a better investing experience. Your Role: We are looking for a Customer Support Specialist to work closely with our UK-based team. We want someone who will focus on getting into the details of problems. Your job will involve addressing customers' queries, collaborating with the Development team on technical matters, assisting our Operations team in handling additional queries, and reaching out to users more efficiently than with any other service. As a small but growing team, we’ll want you to actively participate in all aspects of the business with a ‘can-do’ and ‘roll your sleeves up’ attitude. We’re a start-up, and you’ll need to be willing to take on responsibility. You’ll be instrumental in the growth of an exciting new service for investors in the UK, which we then plan to take international. Key Responsibilities: Supporting customers with onboarding and information requests by communicating effectively in a professional manner Performing Account Opening and Closing processing, including ISA Transfers Supporting other client communication channels, like our Forum and social media Knowledgeable about our service and able to explain that to customers in a simple but accurate way Managing workflow queues and mailboxes Undertaking prompt and appropriate action to address complaints Working collaboratively with departments across the business And With Our Help: Ensuring that all client-service-related activities are fully in compliance with the processes and procedures for the firm's AML and KYC obligations Understanding the regulatory requirements relating to Financial Crime, Advice, Complaints, and Treating Customers Fairly What You Will Need: Good command of English Excellent communication skills, both written and oral Ability to use own initiative and work independently Advanced knowledge of MS Office, including Word and Excel Procedure and controls mindset and identify improvements to processes Experience of working with Helpdesk (we use Zendesk) What We Offer: Impact from day one You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business. Room to grow As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction. Transparent and open culture We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business. Supportive, high-calibre team Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge. Our Hiring Process Gamified cognitive assessment to understand how you think and problem-solve + a role-specific task Competency interview focused on your experience and technical expertise Leadership interview to explore alignment with our culture, values, and strategic direction Department Operations / CX Role Customer Support Analyst Locations Kingston Remote status Fully Remote About InvestEngine InvestEngine is an award‑winning, industry‑leading investment platform that champions the use of exchange‑traded funds (ETFs). We are a team of industry experts with a passion for building great investment products. A powerful investment solution, we think everyone could benefit from using ETFs as a part of their financial strategy. Founded in 2016 Co-workers 150