Qualifications
Demonstrated experience in customer support or operational roles within fintech, banking, or regulated financial services.Proficient in engaging with customers via in-app chat, email, and phone, utilizing platforms like Intercom.Exceptional written and verbal communication skills, focusing on delivering empathetic and effective customer service.Adept at triaging customer queries and coordinating with internal teams (e.g., ISA Transfers, Payments, Home Purchase) for timely resolutions.Experience collaborating with internal stakeholders, including Finance, to resolve payment, deposit, and reconciliation inquiries.Ability to adhere to and enhance internal processes while meeting service-level targets and ensuring accuracy.Comfortable using support tools and CRMs, effectively tagging queries, and contributing to feedback mechanisms that enhance team workflows.Detail-oriented individual with a proactive approach to problem-solving and customer satisfaction.
About the job
Join Tembo as a dedicated Customer Service Specialist, where your passion for customer satisfaction meets our mission to transform the home buying journey. We seek an experienced, customer-focused professional ready to dive in and elevate our service quality as we expand our innovative savings platform.
In this pivotal role, you will play a crucial part in our Customer Service team, providing exceptional support to our Savings customers through in-app chat, email, and phone communications. You will collaborate with both internal teams and external partners to ensure a consistent five-star service experience every day of the week, all while driving continuous process enhancements and resource optimization.
As a technology-driven business, we emphasize innovative AI and tech solutions to deliver a superior customer experience and support rapid growth. At Tembo, you will be responsible for training the team on the latest tools and systems, including leveraging Intercom AI to streamline ticket resolution and enhance efficiency.
About Tembo
At Tembo, we are redefining homeownership for a new generation of buyers. As an award-winning savings and mortgage platform powered by cutting-edge technology, we empower individuals to purchase their homes years ahead of traditional alternatives. Our recent acquisition of a savings company is a strategic move to engage customers early in their home buying journey, guiding them through the savings process to ultimately connect them with the best mortgage solutions.Our savings division is rapidly expanding, highlighted by the recent launch of our Cash ISA alongside our existing Lifetime ISA products. With ambitious plans for future innovations and product offerings, we are a mission-driven organization committed to our core values:Innovative Solutions: We strive to find creative pathways for our customers to achieve homeownership.Customer-Centric Approach: Our focus is on understanding and meeting customer needs every step of the way.