Customer Service Specialist - Savings - Remote

Overview

Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award winning savings and mortgage platform powered by a proprietary technology platform - with the result of enabling buyers to buy their home years ahead of the alternative.

We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit and ultimately to match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing very rapidly and we’ve recently launched a Cash ISA to complement our existing Lifetime ISA products. We have huge plans for new products and innovation in the future.

We’re a mission centric organisation that holds our values close:

• Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder

• It's all about the people - customers, colleagues, partners - we’re all human and without them we are nothing

• If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving, every opinion counts

We are rated 5* on Trustpilot with every single customer review celebrated and we are determined to find a way to ensure we retain that customer love as we scale.

We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

In Short

• Looking for an experienced, customer-centric Customer Service Specialist.
• Deliver world-class service to Savings customers via in-app chat, email, and telephony.
• Liaise with internal and external stakeholders to implement process improvements.
• Collaborate with operations, technology, and compliance teams.
• Focus on innovative AI/technology solutions for customer experience.
• Utilize tools like Intercom AI to resolve tickets efficiently.
• Work 7 days a week to deliver 5-star service.
• Own the training and utilization of support tools.
• Help grow the business while maintaining service-level targets.
• Be proactive in identifying customer issues and patterns.

Requirements

• Proven experience in customer support or operations role in fintech or regulated financial services.
• Comfortable responding to customers via in-app chat, email, and phone.
• Strong written and verbal communication skills.
• Skilled in triaging queries and ensuring timely resolution.
• Experience working with internal stakeholders like Finance.
• Ability to improve internal processes while maintaining accuracy.
• Confident in using support tools and contributing to feedback loops.
• Detail-oriented and proactive in identifying emerging customer issues.
• Collaborative mindset, eager to work cross-functionally.

Benefits

• Opportunity to work in a mission-driven organization.
• Collaborative and innovative work environment.
• Flexible working arrangements.
• Access to the latest tools and technology.
• Chance to contribute to process improvements and customer satisfaction.