Customer Support Associate - Remote

United Kingdom
August 23, 2021
Make a valuable contribution.

DirectID is a Global Credit Risk Platform that is redefining the industry for both lenders and their consumers by leveraging real-time bank data. Our platform leverages Open Finance and bank statement data to help our customers throughout the credit risk lifecycle from onboarding through to collections & recoveries.

We are a growing company, and we recognise we are not just building world-class products, we are also seeking to build a world-class team and a set of sustainable practices that will continue to deliver value as we scale. We believe that the best work comes from cross-functional, self-organising, and diverse teams that take ownership of their processes and practices.

Working within our Customer Success Team, you will be an integral part of DirectID as we strive to help our customers achieve their goals.

You will be working as dedicated support for one of our top strategic accounts and will be the first line of support for all their customer queries. Our customers and their customers need a safe pair of hands that they can trust to pick up their questions and find them the answers they want in a short period of time. As this is a level 1/2 support role, in some cases that will require getting assistance from our technical support team for level 3 support or our internal development team. The role requires someone who has a passion for helping people, creative thinking, the ability to forecast what customers might be looking for and a strong desire to learn about the product.

This is a fixed term contract for 1 year that could turn into a full-time position depending on the business needs.

Role Responsibilities.
  • Dedicated level 1/2 support for one of our strategic customer, you will be their main point of contact for all their customer queries
  • Supporting the response to all customer questions, within the agreed timescales set out within our SLA's
  • Escalate customer queries to Level 3 support if needed
  • Work with the wider Customer Success team to ensure all customers queries are solved or escalated accordingly
  • Assist with customer communications during the course of major incidents
  • Assisting development team in building documentation for customers
  • Great attention to detail
  • Great written and spoken English
  • Focuses on priorities to drive business performance
  • Communicates with colleagues effectively by listening and sharing information
  • Consults and briefs others regularly, ensuring full understanding is achieved
  • Handles difficult situations confidently and removes restrictions to communication
  • Seeks feedback to enable setting of high standards
  • Commitment to team initiatives and goals
  • Plays a positive role within the team
  • Promotes cross departmental relations
  • Seeks appropriate guidance when required
  • When considering business challenges, thinks through options thoroughly and is open to flexible solutions
  • Demonstrates continuous improvement
  • Adapts with change to working practices
  • Energetic and passionate contributor
  • Previous experience with working with Zendesk and support for SaaS businesses could be beneficial.
  • Circa £22,000 PA + benefits
  • A great team and challenging problems to solve
  • Options for fully or partial remote working – ideally within the UK
  • A flexible working environment – we are one of Scotland’s top 10 most flexible employers
  • EMI Share Scheme
  • We're a growing company so your contributions will be valued and have a big impact
  • Mentoring and training
  • Vocational training allowance and a training fund to use as you want for non-work-related training
  • Ring-fenced training and innovation time
  • Friday social events
  • Uncapped Bike to work scheme

To apply for this position, please click HERE

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Careers At DirectID

This is no ordinary team hired to fill seats. We have assembled a world leading team to build products at the bleeding edge of the financial revolution – and we’re winning.
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