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Customer Support Executive (Homeppl)

Full-time | Support | Manchester

Job Description

We’re on a mission to protect society from fraud and money laundering. We’ve already protected over 2 million people through life’s big transactions.

Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.

Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.

Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.

Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.

In February 2025, Thirdfort acquired the Homeppl brand. Homeppl are also a fast growing tech disruptor, using unique technology to qualify tenants and guarantee their liabilities. Our long term plan is to bring this tech into one Client Due Diligence platform for our clients.


Homeppl Customer Support Executive role:

This is a great opportunity for a capable and hungry individual who wants to build their career in a customer support role. We envisage this team member would initially join the Homeppl team which currently covers both consumer and client queries, but we are looking for someone who is adaptable since there will be changes as we develop our Customer Support strategy over the coming weeks and months, and we envisage longer term to cover Thirdfort too.

The Customer Support team handles enquiries primarily through instant chat and email, with plans to introduce phone support in the near future.

Excellent communication skills are essential, as you'll be managing a high volume of enquiries daily. Our clients operate in the fast-paced and competitive Lettings and Build-to-Rent sectors, where quick, clear support is crucial.

Our product evolves rapidly to meet market needs, so you'll need to be adaptable as our processes change. You’ll also be expected to develop deep expertise in our app/web journey to support customers effectively.

You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with us. This will include prospective tenants who are completing their reference checks, as well as our clients who comprise of Estate Agents and Build to Rent Agents.

This role demands excellent attention to detail, a professional manner and great written skills. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud/tenant referencing processes will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.

You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.

You will achieve your mission as our Customer Support Executive by:

  • Take overall responsibility for your part of customer support and helping customers get the most out of Homeppl & Thirdfort. You will have an open and friendly attitude that puts customer service at the heart of everything you do.
  • Work with the support team to deliver against ambitious targets, and own escalations with key clients
  • Be highly organised and be able to juggle enquiries, unfazed by a fast paced environment
  • You will have the ability to communicate effectively and persuasively; patience and empathy are essential.
  • Use industry leading fraud detection tools to understand complex cases
  • Work closely with operations to deliver reference reports
  • Update and fix reports upon client request

    • What we are looking for:

  • Incredible Customer Support Executives are not easy to find, so we are looking for individuals who love helping people and are keen to grow and develop within our team. In return we will offer learning & development, and the opportunity to work on exciting projects across the business; you are focused on a career in customer support and looking for a company that will help you to hone your skills.
  • Be happy to get your hands dirty as the front line of our Thirdfort & Homeppl Support team - in busy periods that is dealing with high volumes of inbound enquiries, and tackling them all with a calm and good humoured approach.
  • You’ll want to devour information from our clients & users so that we can make continual improvements to our app journey.
  • Understand the key pain points we are solving for our clients.
  • You will be hungry to join an epically exciting startup. You’ll get excited about the prospect of rolling your sleeves up and getting stuck in because you recognise the huge opportunity to grow with our Support team.
  • 1-2 years Customer Support experience is helpful, especially in the start up or tech or legal space. However, we’re open minded and interested in grads or people coming from jobs in other areas who can demonstrate the above skills.

    • Life at Thirdfort:

  • Driven by our values, our culture promotes a collaborative and open environment where Thirdforters can take ownership, have impact, and feel empowered when it comes to their growth and development. We understand the importance of our teams wellbeing and recognise a one-size fits all approach rarely works, that’s why we aim to provide the flexibility individuals need to work in the way that suits them, and their families, best.

    • Our Benefits:

  • We include compensation ranges on our job ads in the spirit of Operating Openly and in an effort to make our interview process more inclusive. We list a range that aligns with our internal banding which is based on varying factors including external benchmarking for our stage and size as a business. In terms of how we decide where an individual fits within the band, we’d take you through the interview process and assess you against our internal performance framework which gives us further clarity. We’ll also have open conversations with you throughout the interview process (starting in the first stage call) so we can be as open as possible about compensation as we understand how important it is to ensure we’re aligned.

  • We’ve created our benefits package to reflect Thirdfort’s mission and values. We place a strong focus on Security first given what we do, extending this to our team’s physical, mental and financial security to support them through their big life moments. Our benefits exist to empower our team, ensuring they feel supported and able to work in the way that enables them to do their best work.

    • When you join Thirdfort, you’ll get immediate access to our flexible employee benefits package that aims to support you across these areas:

  • 26k annual starting salary (dependant on experience)
  • Stock options - We want you to own the work that you do and this means owning the company you work in. All employees receive options as part of their compensation package
  • Learning & Development culture. We run regular lunch & learns and there's lots of opportunity to pick up new skills and push forwards your own personal development
  • Open and flat culture where everyone has a voice in the culture we're building. Taking ownership, challenging how things are done, and being a team player are all core values for us
  • A focus on wellness. We've had external speakers come in to teach us about mental health, run yoga classes and are constantly thinking through ways to improve wellness for our team
  • Holidays - Uncapped - take as much time as your need so long as you have enough time to get the job done.
  • Flexible working - we are keen to recruit individuals who will embrace office culture and are committed to spending 2 days per week in the office minimum, whilst maintaining the flexibility to work from home on some days.
  • Central Manchester (Northern Quarter) & London offices (Waterloo). There are free snacks and soft drinks in the office.
  • We run socials for the support team every quarter so you get plenty of time to socialise with your colleagues. In the past this has included getting together to enjoy some great food, or doing a fun activity such as bowling or playing darts, or trying your hand at cricket!

    • Our application process:
  • Apply on this page
  • Initial chat with Tilly/Kim
  • Interview & Case Study Exercise with Kim (VP of Customer Experience)
  • Values Interview
  • Offer
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