Full-time | Support | Manchester
Customer Support Executive
Job Description
Having a new house is great. Getting a new house isn’t. It's a big life moment and can be complicated and scary for all of us.
That's why we’re on a mission to remove risk so people can move fearlessly. We use tech, design and data to make dealing with clients secure and friction-free for lawyers and professional services across the property sector.
Since our co-founders, Jack and Olly, founded Thirdfort in 2017, we’ve grown from a single London office to an amazing, international team of over 90 with team members also in Manchester and Sri Lanka.
We recently closed our £15 million Series A fundraise, led by Breega and Element Ventures and are backed by big-hitting investors, including the founders of Zoopla, ComplyAdvantage, Funding Circle, and many more. We already work with over 700 property and legal businesses to help streamline their processes and keep security top of mind, and we're growing. We're serious and we're ambitious. Come join us.
The role
Thirdfort is on a mission to become the new standard in legal security. We use tech, design and data to dramatically reduce risk for lawyers during client interactions. In doing so, we make life much easier for clients going through big moments because we think good people should be free to do good business.
Since launching in 2018, we have grown to a team of over 60 people across three offices in London, Manchester and Sri Lanka. We're looking for talented individuals to join our ambitious and expanding team, and embrace our values so we can claim the legal market and beyond.
This is a great opportunity for capable and hungry individuals who want to build their career in a customer support role.
The support team offer frontline assistance to both our clients and the end users of our app. You will need to get to grips with our product quickly so you can effectively work through queries and provide excellent support.
We are currently looking for 2 Customer Support Executives, one who will work on the consumer team, and one on the client team.
The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential, as well as not being phased by picking up a large volume of enquires each day. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes change and become an expert in our app.
You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.
The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You'll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud 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.
Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.
Your core responsibilities will include:
About you:
Life at Thirdfort:
We’re committed to building an inclusive, equitable and diverse culture where everyone has a chance to make a difference. We’re purposefully building a team of problem-solvers that reflect our values - which is why we hire from all backgrounds. If you're an ambitious, talented individual who takes ownership, you'll be a great Thirdforter.
If you require any reasonable adjustments during the application or interview process, please let your dedicated Talent Manager know and we’ll do our best to accommodate.