Customer support manager

Hybrid working with 2 days a week in our Edinburgh office.

About us

Seccl is the Octopus-owned embedded investment platform that's on a mission to helping more people to invest - and invest well.

We're B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.

We're also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.

Check out the Seccl website for the latest on our products and our mission to shape the future of investments.

The role

This role is responsible for leading relationships with key firm operational teams with a focus on delivering at pace. Customer support managers own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems. In order to do this, you'll have a deep understanding of firm businesses, our technology capability and our ops, product and engineering functions to ensure strong collaborative delivery.

In this commercially significant role, you'll be our customers' go-to escalation point, a cross-functional problem solver and be at the forefront of spear heading delivery improvements for ongoing customer experience excellence.

On a typical day you will be

• Leading escalations with confidence - investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers
• Solving problems with technical depth - digging into data, systems and workflows to identify root causes and deliver the right fix
• Championing collaboration - acting as the bridge between internal teams and our customer firms, ensuring we're aligned and tackling the right problems
• Enabling and educating - supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice
• Improving how we work - spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling
• Staying compliant and customer-first - making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
• Turning data into insights - monitoring customer health, analysing query trends and sharing findings that drive continuous improvement

This role's for you if

• You are confident handling escalations and thrive on solving complex problems
• You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
• You are comfortable with technical detail - maybe you've worked with APIs or system integrations before
• You think in systems and data - turning patterns and trends into actionable improvements
• You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders.
• You are curious, collaborative and driven to make things better - for our customers, our team and our processes

This role isn't for you if

• You rely on a lot of top-down direction. Here, you'll have a lot of freedom and ownership of your role, and you'll be expected to shape your own progression.
• You're not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen.
• You don't like change. You'll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty.

What's in it for you

We offer a generous mix of benefits for the things that really matter to our people, including:

A salary between £50,000 and £65,000 - dependant on experience + reviewed annually

27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave

Two volunteering days per year

Option to work abroad for up to six weeks a year

Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget

Length of service award - one month paid sabbatical at eight years

6% employer pension contribution, and life assurance

Private medical insurance with AXA Health

Enhanced Parental leave

MacBook and up to £500 home office set up budget

£750 per person learning budget

Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace

Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy

Perkbox - Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts

Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

Our culture

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team.

Interview process

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team):

• First stage - 45 mins competencies-based interview with the hiring manager
• Second stage - one-hour technical interview or assessment
• Final stage - 45 mins bar-raiser culture-based interview

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out and you should expect to hear back from us within one to two weeks of applying.

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If this sounds like your kind of thing, we encourage you to apply even if you don't tick every box. We'd love to hear from you!