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Customer Advocate

Customer Advocate
Posted
Dec 10

We see ourselves as enablers of payments innovation. By providing a single point of integration to the real-time transaction data that exists within the world’s largest payment networks, Fidel liberates developers from the obstacles of time, cost and compliance that can hinder their ability to build engaging user experiences. Using Fidel’s platform, companies like RBC, Perkbox and British Airways have built some of the sleekest payments-led user experiences being used today. 

Launched in 2018 by Dev Subrata and Andre Elias, Fidel is headquartered in London, with offices also ...Read more

We see ourselves as enablers of payments innovation. By providing a single point of integration to the real-time transaction data that exists within the world’s largest payment networks, Fidel liberates developers from the obstacles of time, cost and compliance that can hinder their ability to build engaging user experiences. Using Fidel’s platform, companies like RBC, Perkbox and British Airways have built some of the sleekest payments-led user experiences being used today. 

Launched in 2018 by Dev Subrata and Andre Elias, Fidel is headquartered in London, with offices also in Lisbon and New York. We’re backed by investors including Nyca Partners and QED Investors.

In this exciting period of growth, both within the UK and on the international stage, we are now looking for an experienced Customer Advocate who wants to be part of this journey.

 

This role is 100% remote. Time-zones between MST and BST.

What you'll do...

  • Manage and respond to inbound customer queries at scale.
  • A proven history at collaborating with other teams and internal stakeholders which in Fidel's case will include 3rd parties such as Visa, Mastercard and Amex.
  • Strong experience with the Zendesk support tool is a must.
  • Be the face of Fidel. For our customers you will be Fidel, you will spend time liasing with our clients, understanding their needs and working with them to resolve.
  • Identify gaps in Fidel’s 1 line support function and implement improvements.
  • Collate customer feedback and build out Fidel's help centre, work with clients to ensure best practices and implement Operational and Product based improvements to deliver a great Customer Experience.

 

We want you if you...

  • Customer centric. You will already have shown that you have a strong passion for customer support and you will be able to communicate effectively via different channels, such as Slack and Email.
  • Show an analytical aptitude. You will be able be able to analyse trends and suggest solutions.
  • Strong experience with MS Office.
  • You will be empathetic towards customers and their problems and are able to see the situation through their eyes.
  • You will be a self starter. Whilst we will give you all the support you need, you will be expected to manage your own time and workload efficiently.
  • You love solving problems and are relentless in the pursuit of solutions.
  • You have prior experience in a Fintech company and/or in the Payments space.
  • You will have a strong technical foundation to work from. You understand API's and the value that it gives to our customers.

 

Our values

To be a great fit at Fidel, we look for individuals who share our values (be a leader, be encouraging, be adaptable, be honest, be humble). We have over 21 nationalities in our growing team and speak 27 languages, making this an exciting and culturally enriching place to work. Check out the team and life at Fidel!

 

Benefits

We're committed to making Fidel a fantastic place to work and we go to great lengths to give you what you need to succeed. You’ll receive:

  • Macbook that you can take home
  • Flexible working - opportunity to work from home when you need to
  • Vitality Health Insurance
  • Pension with Smart Pension (employer contribution 3% of base salary)
  • Perkbox (perks incl. Mobile phone insurance)
  • Unlimited holidays (you manage your time)
  • Annual company off-site (Europe)
  • A fully stocked kitchen with unlimited snacks & refreshments
  • Friday team lunch & drinks

At Fidel, we don’t just accept difference - we celebrate it, we support it, and we thrive on it. We’re proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of educational attainment, race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status - simply, we consider all qualified applicants, consistent with any legal requirements. If you have a disability or special need that requires accommodation, please let us know. 

To learn more about us and what life is like at Fidel, visit our blog or follow us on Twitter(@fidelhq) or Instagram(@fidelhq).

If you think you’d be a great fit, apply today!

To all recruitment agencies: Fidel does not accept agency resumes. Please do not forward resumes to our jobs alias, Fidel employees or any other company location. Fidel is not responsible for any fees related to unsolicited resumes.

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