RRemoteville
Cleo logoCleo

Investigations Customer Champion

Skills
Continuous ImprovementDocumentationEnhanced Data Rates For GSM EvolutionEventsPlayfulShadowingTraining
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Previous customer support experience ideally in fintech tech or a regulated environment
  • Proven experience handling escalations or complex customer issues
  • Strong written communication skills
  • Ability to explain complex product or policy topics clearly and reassuringly
  • Comfort making decisions within defined risk and policy frameworks
  • Ability to document rationale clearly
  • Availability to work evenings weekends or overnight shifts
  • Care and attention for sensitive topics like financial stress

Nice to have

  • Warm
  • Clear
  • Playful
  • Human
  • Reassuring

Day to day

  • Own and resolve escalated customer cases across chat and email with care and confidence
  • Use strong product knowledge to diagnose complex issues and explain solutions clearly, simply, and calmly
  • Apply sound judgement to incomplete information, troubleshoot end to end, and support continuous improvement across the team