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We are looking for a talented and motivated Customer Operations Representative to deliver awesome user experiences across our pocket money app predominantly evenings and weekends but occasional office hours too. You will be an important member of the Customer Operations team, performing the vital role of championing our users’ interests. This is a remote role open to candidates based in the UK.

About RoosterMoney

RoosterMoney is a pocket money app and prepaid debit card that helps parents teach their kids the value of money in a digital age. Simple, progressive and gameful, we bring to life all the sound traditional financial principles we were brought up with (or wish we were!) and make managing money smart, fun & relevant for the modern world.

We believe the world would be a better place if we all talked about money a little earlier on in life. Research shows that our money habits are formed by the age of seven. That’s a pretty amazing opportunity to help give kids a head-start in building habits that will stick with them for life.

We operate a remote first culture, but make time to all get together every couple of months.

Why RoosterMoney?

Hundreds of thousands of families have downloaded the RoosterMoney app since our launch in January 2016.

RoosterMoney has been featured in The Times, Telegraph, Guardian, Financial Times to name a few. We’ve been on the BBC and are considered experts in our field.

In addition to our Tracker, we offer the Rooster Card, a prepaid Visa card for kids with parental controls. We are scaling rapidly which offers lots of scope to grow for anyone joining the company.

Roostermoney recently became part of the Natwest Group. With the backing of Natwest, one of the UK’s largest high street banks, we can help even more parents and children build their financial confidence and capability. The vision of Natwest aligns strongly with our own and their commitment to improving financial capability matches our shared passion for helping to teach children about money. This offers exciting opportunities for both our staff and customers.

THE ROLE:

You will operate with a high level of autonomy as one of the first points of contact for the Customer Operations team. You are passionate about helping families teach children the value of money and excited about working on a global platform with a big social mission.

You will be a strong problem solver, organised, and great at communicating with others. We look for T-shaped people who have a core set of skills they can bring to the team and the ability to build on new ones. Whatever the problem or opportunity, you find the best solution in the quickest amount of time.

Alongside solving issues quickly and effectively, you will be the bridge between the customer needs and future product developments. Always asking the question why, you enjoy digging deep into customer problems and finding optimal solutions and outcomes. You’ll get to delve deep into customer feedback, analyse and propose development opportunities.

Once you are up and running, you will work remotely from the UK, wherever best suits you. We are a small team so a good cultural fit and understanding our remote working culture is really important.

We are looking for a new team member to work part-time, between 15 and 25 hours per week, supporting our customers during a combination of shifts during evenings, weekends and some days (to cover absences/training event). The exact shift patterns will be determined by the CS team collectively.

Apply if you want to:

• Work closely with a small group of determined, like-minded people to reshape the way families talk and engage with money around the world.
• Constantly create awesome customer experiences that our users will go on to rave about.
• Champion the voice of the customer across the business to drive product change.

Your responsibilities:

• Supporting our customers through email, chat and phone to help them get the most from our app and payment card.
• Investigating and documenting reported bugs, working with our development team to implement solutions, and updating customers on outcomes.
• Creating and optimising help content and resources (articles, videos, gifs) for our users, empowering them to find their own solutions.
• Reporting and analysing customer feedback to find pain points and inform product development.
• Looking for ways to improve the customer experience and support processes.

Requirements

Must haves:

• Experience of working in a customer facing role, ideally on a digital platform
• Passionate about financial education and helping families have positive conversations about money.
• Faultless written and verbal communication with the ability to breakdown complicated instructions into easy to follow steps.
• Naturally empathetic and driven by helping people, adults and children alike.
• Comfortable with technology, apps and operating systems. You pick things up quickly and are happy learning how to use new things.
• You understand the importance of privacy and security, and are comfortable working in a regulated environment.
• Problem solving and investigating skills. You’re able to find solutions that others might not see.
• Organisation is one of your middle names. Speed is your other.
• Understand the opportunities and challenges of working with a remote team.
• Available to work evenings and weekends plus occasional daytime shifts. Our opening hours are 9am - 9:30pm Monday to Friday, and 10am -7pm Saturday and Sunday.

Bonus points:

• Experience working in a scaling business
• Experience working in a regulated industry

Benefits

• Work with a fun, passionate team building something awesome
• Competitive salary
• Regular team get-togethers and social events (when permitted)
• Remote working (but we also meet up in London and Bristol )