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
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