• You know what great customer support looks like and you're passionate about delivering it at scale • Investigate and resolve customer complaints and disputes in a professional and empathetic manner • Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums • Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly • Proactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or product • Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends • Dealing with tricky payments-related queries; investigating when things go wrong and making sure we set it right • Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world