Customer support analyst

This role is based in Edinburgh, 3 days in the office 

About us 

Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well. 

We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years. 

We’re also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.  

Check out the Seccl website for the latest on our products and our mission to shape the future of investments. 

The role 

We’re looking for a customer support analyst to support our customers with complex queries and help them to utilise our technology. You’ll provide exceptional B2B service – one that people will remember and recommend us for. Where issues arise, you will help resolve problems quickly and hold a strong relationship with internal teams, to get things done.  
 
You’ll thrive in a fast-paced environment and be obsessed with finding new ways for our technology to drive continuous improvement.  

On a typical day you will… 

• Be the primary contact for our customers, working with teams across the business to resolve customer issues  

• Handle varied and often complex queries, via our ticketing system, using a wide range of internal tools to understand and resolve the query 

• Work within tight timescales to ensure our customers receive answers as quickly as possible, but also within our quality framework, to ensure service standards are maintained 

• Work with operational colleagues to resolve complex queries, across multiples areas 

• Liaise with our Enterprise Managers to share customer trends, ensuring any product changes are identified 

This role’s for you if you have... 

• B2B experience in a customer support or success role 

• Industry knowledge: an understanding of the advice and/or fintech market, including experience with SIPP, ISA, and GIA product wrappers 

• Technical expertise: knowledge of APIs and a keen interest in operating within a tech-focused environment 

• Financial services experience, ideally in platforms or similar 

• Ability to remain calm under pressure  

• Ability to put the customer first with a ‘can do’ attitude  

• A ‘people’ person who thrives off helping others 

• Experience within platform industry or financial services. 

This role isn’t for you if... 

• You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression 

• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet 

• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen 

• You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty 

What’s in it for you… 

We offer a generous mix of benefits for the things that really matter to our people, including: 

• A salary between £27,000 and £32,000 – dependant on experience reviewed annually
• 27 days holiday bank holidays (some can be flexible) day off on your birthday three days (full time) per year for Dependant leave 
• Two volunteering days per year  
• Length of service award – one month paid sabbatical at eight years 
• 6% employer pension contribution, and life assurance 
• Private medical insurance with AXA Health 
• Enhanced Parental leave 
• MacBook and up to £500 home office set up budget 
• £750 per person learning budget 
• Option to work abroad for up to six weeks a year 
• Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace 
• Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan, will writing offering via Octopus Legacy and Seccl invest (our own platform for you to manage your investments) 
•  Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts.  
• Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

Our culture  

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.  

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team. 

Interview process 

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team): 

• First stage – 45 mins competencies-based interview with the hiring manager 

• Second stage – 30-minute technical interview with the CS lead

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying. 

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. 

If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you! 

Salary : $27,000 - $32,000