Investigations Customer Champion
Skills
Continuous ImprovementDocumentationEnhanced Data Rates For GSM EvolutionEventsPlayfulShadowingTraining
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 with confidence and care
- Strong written communication skills for clear human and reassuring explanations
- Ability to make decisions within defined risk and policy frameworks and document rationale
- Availability for shifts including evenings weekends or overnight to cover US and UK time zones
- Comfort handling sensitive topics such as financial stress with care and attention
Nice to have
- Warm tone
- Clear communicator
- Calm under pressure
- Collaborative
- Detail oriented
- Empathetic
Day to day
- Handle escalated customer cases across chat and email with care and precision
- Use strong product knowledge to diagnose issues and explain solutions clearly and calmly
- Apply sound judgement to messy or incomplete information and reach fair customer outcomes
- Troubleshoot end to end using internal tools documentation and processes
- Support frontline Champions with guidance training and knowledge sharing on complex cases
- Spot recurring patterns in escalations and contribute to product process and content improvements