Customer Experience Specialist

Anna Money Job Opportunity

We're ANNA short for Absolutely No-Nonsense Admin

We're on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed.

Our app is part business account, part admin assistant, and part cat (yes, we meow). We handle the boring financial stuff; like invoicing, tax reminders, and expense tracking so our customers can focus on doing what they love.

But don't be fooled by our feline charm - behind the fun branding is a serious fintech company with sharp claws, bold ideas, and a team that's rewriting what business banking feels like.

Think fintech, but make it fun. We're playful but professional. Smart but never snooty. We care deeply about our customers, our culture, and our craft. We believe good design and clever tech can turn even the dullest admin task into something surprisingly joyful.

At ANNA, you'll be part of a fast-growing team that thrives on creativity, collaboration, and a slightly mischievous sense of humour. We love big ideas, bold experiments, and people who care about doing work that matters (and maybe own a cat or two).

If you like your fintech with a twist and you want to help small businesses feel a little more confident, a little more human, and a lot more empowered... you'll fit right in.

Key responsibilities include :

• Act as the primary point of contact for customer inquiries, offering timely and professional support through phone, email, and live chat.
• Efficiently and effectively resolve customer issues, aiming for first-call resolutions whenever possible.
• Recognise and escalate complex issues to the appropriate team members for thorough investigation and resolution.
• Work collaboratively with cross-functional teams to create and implement customer service processes and best practices.
• Proactively seek out opportunities to enhance the customer experience and share suggestions for process enhancements.
• Foster and nurture relationships with customers, engaging with them to better understand their needs and challenges.
• Conduct product demonstrations and training sessions for customers, ensuring they are equipped to make the most of our software.