Technical Payments Customer Support Team Lead (Remote)

Technical Payments Customer Support Team Lead | ANNA Money | Worldwide

About us

ANNA is a business account and tax app for small businesses. ANNA combines AI technologies and award-winning human customer service to make customers’ lives easier. Our app offers a huge range of simple-to-use business admin tools from professional-looking invoicing to receipt scanning – and even VAT Return filing.

ANNA is made up of design, marketing, customer service, and tech experts from across the world. We see a future where ideas, creativity, and innovation are encouraged, and running a business is fun. We created ANNA to provide businesses with time-saving tools, enabling them to spend more time doing what they love.

At ANNA we do things a bit differently than other fintech brands. Partly because we’re a design-led business with a creative ethos. Partly because we know that a teaspoon of fun helps everyone get through their day. If you haven’t heard about our miaowing debit card (a world first),

ANNA Money has offices in Cardiff, London, and Tbilisi. We are a supportive, creative, and customer-centric team, and our mission is to help small business owners in every way possible. We’re always on the lookout for talented new people to work with. Could one of them be you?

About the job:

As Lead of our Business Account Support Circle, you’ll be helping to turn frowns upside down. Our customers contact us for help with all types of payment queries, disputes and fraud. No two days will be the same. Everyone mucks in to help provide a prompt and pain free experience.

Key role requirements:

Team Leadership: Lead, mentor, and motivate a team of customer experience specialists, fostering a culture of accountability, collaboration, and continuous improvement.

Customer Engagement: Champion the voice of the customer within the organisation, ensuring that all interactions are conducted with empathy, professionalism, and integrity.

Performance Management: Set clear performance expectations, track key metrics, and provide regular feedback to team members to drive individual and team success.

Process Optimisation: Identify opportunities to streamline processes and enhance efficiency, collaborating cross-functionally to implement solutions that enhance the overall customer experience.

Training and Development: Develop and deliver comprehensive training programs to equip team members with the knowledge and skills necessary to deliver exceptional service and support.

Issue Resolution: Act as a point of escalation for complex customer inquiries or issues, working closely with internal stakeholders to resolve issues promptly and effectively.

Data Analysis: Utilise data-driven insights to identify trends, anticipate customer needs, and drive strategic initiatives aimed at improving the overall banking experience.

Payment systems: Experience of UK payment systems and SQL are highly desirable but full training will be provided.

Why should you apply?

If you have fantastic literacy and numeracy skills, love technology, thrive under pressure, can work anywhere (could be in the office or at home), enjoy working in a team and are positive and passionate about what you do, ANNA is the place for you.

What you get from us

• A supportive, trusting, and transparent working environment
• A place to look at things differently, set challenges, and offer solutions
• Flexible working
• Perkbox membership
• Cycle-to-work scheme
• Employee assistance programme and counselling
• Employee wellbeing, fitness, and mental health support programs
• Private medical insurance is provided for all employees
• Personal travel budget of £1000 per year
• Personal development allowance of £1000 per year
• The internship programme gives full flexibility to work with all other areas of the business
• Growth share options (10x growth in recent years)
• Employee-driven salary reviews
• Skills network – access to accredited learning courses
• Self-organising structure with no hierarchy – everybody has a voice

Job Types: Full-time, Permanent

Salary: £40,000.00-£50,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Health & wellbeing programme
• Private medical insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Experience:

• Leadership: 1 year (preferred)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home