Customer Support Associate

Hi, we're Penfold - We are on a mission to build the pension of the future 

The UK pension industry is full of traditional pension providers that have outdated products and poor customer service. Penfold is dragging the pension industry out of the dark ages with a platform that is built on modern technology. We're demystifying pensions, to make them universally accessible, engaging, and exciting so we can help everyone save enough for later life.
 

Right now we're still a small team, but we're well-funded with over £15 million in funding and growing rapidly. The company has been very successful, and is going through a big growth phase - we've been signing multiple customers, and we have over 50,000 users and 100s of workplace clients.

Our team is focused on building an amazing pension experience for our savers - creating a world where everyone is confidently saving. As one of our first 60 employees, you'll have a say in defining our culture and you'll have opportunities for progression and learning.

About the role
 

Our operations team is at the heart of the business - we ensure things at Penfold run smoothly and our customer support team is an integral part of this department. 

At Penfold, we're passionate about delivering exceptional customer service and always putting our customers first. This role will be dedicated to providing front-line support to our customers. As a member of our front-line support team, you will be critical to our continued success in providing a top-notch service to our customers.

Your Mission

• You will be our customers' first point of call, and the face of Penfold for our customers, delivering a 5-star customer experience.
• You will be responsible for answering questions and addressing concerns from customers via phone, email, or live chat.
• You will need to help customers to ensure they can get their problems solved quickly and efficiently.
• You will need to use your initiative and proactively identify areas where our service can be enhanced.
• You will perform operational tasks related to customer requests, working across multiple systems.
• You will be working closely with other members of the operations team as well as the wider company.
• You will be a key contributor to shaping and streamlining our processes and best practices, playing a critical role in our continued success.
   

About you

• You are or will be based in Tallinn, Estonia
• You have excellent verbal and written communication skills in English.
• You are ready to wow our customers, and you have good problem solving skills.
• You have an empathetic and supportive attitude towards customers while remaining professional.
• You are able to learn things quickly and adapt to changes in processes. 
• You're a team player and you have a positive and energetic attitude.
• Confident when multi-tasking in a busy role, being able to think of your feet and remain calm and prioritise effectively – a fast-paced, ever-changing environment is where you thrive
• You are proactive. You are always thinking of innovative ways to improve your own work and the whole team's performance.
• Ideally have some previous experience in customer service/support
• You are either a EU citizen, a permanent resident of Estonia or you have Temporary Resident Permit that doesn't require work sponsorship.

Be prepared to work hard Ultimately, we're looking for smart, hardworking & energetic people who get stuff done & are committed to contributing to a great team. So, if you're excited about what we're doing, get in touch – definitely don't be put off if you don't tick every box

Our application process

• Screening Interview (30 min) - to tell you a bit about Penfold, the role and get to know you
• Take-Home Task (30 min) - to assess your written communication skills
• Hiring Manager Interview (1 hour) - in-depth interview about your experience and skills with your potential manager
• Culture Interview (30 min) - you'll meet other members of the team to find out more about what it's like working at Penfold

Our office/working hours

• We're a remote-first business, but we also have an office space in the heart of Tallinn where the team regularly works from
• Currently, we work Monday-Friday in two shifts: 9-18 EET and 11-20 EET. You'll be expected to rotate between these to ensure we're available when our customers need us

Our benefits

Penfold is committed to providing a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do. Our benefits package includes:

Starting salary of 1,825 EUR gross per month
 

Stock options package

28 days annual leave

Remote working – we are a remote-first company
 

Best-in-class MacBook and we will provide you with any Work From Home equipment you need

Learning & Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals

We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we're happy to answer these anonymously if that makes you feel more comfortable.