Senior customer support analyst

This role is based in Edinburgh, 3 days a week 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We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better.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 Senior customer support analyst to join our team, to play a key role in ensuring our B2B customers receive exceptional service by owning the triaging of queries and acting as a subject matter expert for the team. You will be the go-to person for complex queries, guiding analysts on best practices and ensuring the right issues are escalated efficiently.

Sitting between our customer support analysts and team lead, you’ll underpin day-to-day operations, ensuring tickets are triaged effectively, responded to promptly, and our processes continually improve. You will work closely with internal teams to streamline issue resolution, share insights, and help shape a more proactive, outcome-focused customer support model.

You’ll also play a large part in ‘doing the do’ responding to your fair share of tickers and issues, directly supporting our customers.

If you thrive in a fast-paced, tech-driven environment, enjoy problem-solving, and have a passion for mentoring and process optimisation, this role is for you.

On a typical day you will be…

• Owning the triage process – ensuring queries are assessed, categorised, and directed to the right teams for swift resolution.
• A subject matter expert, supporting analysts with complex queries and helping them navigate internal tools and systems.
• Handling varied and often complex queries, via our ticketing system, using a wide range of internal tools to understand and resolve the query 
• Working 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 
• Acting as the escalation point for challenging issues, collaborating with Operations, Product, and Engineering teams to drive resolutions.
• Identifying inefficiencies in workflows and implementing process improvements that enhance service quality and reduce response times.
• Supporting the team lead to transition the team towards a more strategic, proactive approach to customer support.

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 £35,000 and £45,000 – 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 – one-hour technical interview or assessment

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.

Salary : $35,000 - $45,000