Customer Success - Savings

Company Description

Tembo is an award-winning digital mortgage and savings platform, specialising in maximising affordability and helping people to buy sooner. In 2024 we were ranked the 12th fastest growing FinTech by Sifted after achieving annual growth of over 300%. With a head-office in London Bridge, but a team of over 60 spread out across the country, we are a mission-oriented team looking to make home happen for a generation that have been locked out of homeownership.

Voted the UK’s Best Mortgage Broker by its customers at the British Bank Awards 2023 and 2022, Tembo combines technology and exceptional advice to help consumers discover and unlock their true borrowing potential - with an average increase of £82,000. To do this, their platform aggregates a range of schemes, notably a range of family boost mortgages, where a loved one can support a mortgage using income, property or savings.

In addition to this, in 2024 Tembo launched its savings proposition, which has helped over 350,000 first-time buyers to get on the property ladder sooner with the help of a Lifetime ISA - a government-backed savings product. (This is where you come in).

The brainchild of finance and technology expert Richard Dana, Tembo is backed by some of the UK’s leading financial brands including Aviva and Nationwide.

Job Description

Life at Tembo is fast-paced, sometimes intense and always rewarding.

Our savings customers are flooding in - we’ve increased held funds by over 125% in just 8-weeks. The Customer Success role looks after the most important thing at Tembo - our customers and their funds. Your role will be to make sure everything runs smoothly for our customers - providing the right answers and reassurances at the right time.

We want you to bring creativity, initiative and positive energy to the team to help make it happen. You’ll be joining an established team, with a supportive and collaborative culture.

About the role

➔ Support customers to effectively resolve issues by email, chat or phone

➔ Answer ‘how to’ questions and help customers with the Tembo app

➔ Diagnose and liaise with our Operations Lead and developers to resolve issues

➔ Encourage customers to provide feedback and accurately record this and trends with a view to improving the overall customer experience

➔ Collaborate and influence the wider team as a customer advocate, helping to improve the Tembo app

➔ Show composure, resilience and flexibility evolving the support we provide as customer needs evolve

Qualifications

About you

➔ You’re passionate about making a difference to people’s lives

➔ You’ve felt the buzz of a startup environment before, or are keen to for the first time

➔ You hold the customer at the heart of everything you do

➔ You are solution oriented and have impeccable attention to detail

➔ You’re a self-starter with an ownership mentality & strong organisation

➔ You’re able to work in fast changing, constantly evolving environment and deliver within tight deadlines

➔ You’ll bring positive energy and drive that embraces the twists and turns of a start-up environment

➔ You’re comfortable working outside of rigid structures and frameworks

➔ You have great English language skills (written and oral) and you’re a great communicator

Additional Information

➔ £20k - £25k + OTE

➔ 25 days annual leave

➔ All staff are given shares in Tembo

➔ High spec set-up - Mac, monitor & other home perks

➔ Once annual away-day and quarterly meet-ups

➔ Once in a life time experience in a start-up as it experiences rapid growth

UK wide – our office is based in London Bridge. We would like to see you occasionally - once a month is about right - but this is a remote-based role.