Customer Success Agent - Full-Time £28,000-£36,000 London (Remote)

Customer Success Agent - Full-Time £28,000-£36,000 London (Remote)

Zeller is redefining business banking and payments for companies of all sizes. Backed by leading global VCs and powered by a team of experienced fintech professionals, Zeller has helped tens of thousands of Australian businesses simplify payments, manage hardware fleets, and save money. Now expanding into the UK, Zeller is building a world-class team to deliver better financial services to British businesses.

Location

London, United Kingdom
Remote-first with collaborative support across time zones

Employment Type

Full-time Permanent

Salary and Benefits

• Equity options from an early stage
• Balanced and supportive work environment
• Excellent parental leave and other entitlements
• Ongoing learning and development opportunities
• Opportunity to shape the future of fintech in the UK

Role Overview

Zeller is hiring a Customer Success Agent to serve as the direct voice of its UK customers. You'll support merchants across industries-from baristas to retailers-by resolving issues, answering questions, and ensuring a seamless experience. This is a strategic, hands-on role ideal for someone passionate about customer care, fintech innovation, and operational excellence.

Key Responsibilities

• Provide responsive, accurate, and empathetic support via phone, email, SMS, and social channels
• Handle account, transaction, and product enquiries in line with compliance standards
• Escalate complex cases to senior support when needed
• Document all interactions in the support system with precision
• Adhere to FCA, GDPR, and internal data security protocols
• Meet KPIs including response time, resolution time, and quality benchmarks
• Identify recurring issues and customer pain points
• Collaborate with Sales, Product, and Risk teams to resolve cases
• Contribute to knowledge base updates and process improvements
• Participate in training and QA sessions to maintain service excellence
• Provide support during standard business hours as part of a 24/7 team

Skills and Experience

• 2+ years in customer support, call centre, or financial services
• Strong written and verbal communication skills
• Confident handling inbound and outbound contact across channels
• Experience with CRMs and support tools (e.g. HubSpot, AWS)
• Familiarity with payments, accounts, and financial products
• High attention to detail and accuracy in case handling
• Calm, empathetic, and solution-oriented under pressure
• Team player with ability to work independently
• Knowledge of FCA regulations, fraud prevention, or KYC/AML is a plus