Customer Support Specialist - Escalations

Mesh-AI Limited; City of London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A fast-paced fintech company is seeking a Customer Support Specialist focused on escalations in London. This junior-mid role is perfect for those starting their career, providing the opportunity to handle escalated queries via email and build customer relationships. Candidates should possess strong writing skills and some experience in customer support, preferably in Finance. The role offers a hybrid working model and a range of employee benefits.

Benefits

25 paid holidays and a 'duvet day'

Private health and dental cover

Access to discounts

Free sports and social clubs

Continued investment into learning and development

Generous maternity and paternity plans

Qualifications

• A few years of Customer Service experience in Finance or related field.

Responsibilities

• Process escalated queries via email.
• Work with ClearScore users and respond to escalated communications.
• Create internal feedback loops between product teams and customers.

Skills

Strong writing skills

Excellent command of English language

Customer support experience in Fintech or Financial Services

Customer obsessed

Passionate about helping people

Keen attention to detail

Time management skills

Able to multitask

Experience using CRM tools like Zendesk

Job description

Customer Support Specialist - Escalations

London, England, United Kingdom

Customer Support Specialist - Escalations

We’re looking for someone to join our Global Customer Support team, with the main focus on processing escalated queries via email. This is a junior‑mid role, ideal for someone who’s at the beginning of their career, with a few years of Customer Service experience in Finance, Financial Services or a related field. If this is something that interests you and you would like to continue growing your career at a fast‑paced fintech company, please apply.

What you will be doing:

• Working directly with ClearScore users and responding to escalated emails, calls and social media messages, with guidance from more experienced team members.
• Being the voice of the user, creating an internal feedback loop between the product teams and the customer.
• Understanding who our ClearScore and DriveScore users are and seeking to exceed their needs.

Skills we'd love you to have

• Strong writing skills – Customer Support Specialists are primarily providing customer service in writing, so this is essential for being successful in this role
• Excellent command of English language
• Some customer support experience in a Fintech, Financial Services or similar environment is a strong advantage
• Customer obsessed
• Passionate about helping people and resolving queries
• Keen attention to detail and analytical skills
• Time management and personal organisation skills with the ability to multitask
• Experience in working towards service targets
• Willingness to learn and experiment
• Experience using CRM tools like Zendesk is a plus

Why ClearScore?

ClearScore is the UK’s #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user‑centric at our core and we believe in leveraging technology to enable positive financial choices. We are design‑led and data‑driven and we embed these behaviours in everything we do.

Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don’t micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

• 25 paid holidays and a “duvet day” on your birthday
• Private health and dental cover – including mental health support through Bupa
• GP office visits
• Up to 6 % matched pension
• Regular Lunch and Learns with guest speakers
• Dog‑friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras
• Free sports and social clubs
• Continued investment into learning and development
• Leadership‑led training
• In‑house psychotherapist
• Financial coach to help you plan and achieve your goals
• No clock‑watching culture
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

Our Hybrid Model

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in‑person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

• Level 6 and above: Minimum 3 days per week in‑office

We believe this structure offers the best of both worlds – the flexibility of remote work and the synergy of face‑to‑face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

What This Means for You:

• Flexibility to manage your work and life
• Dedicated in‑office days for team building and collaborative projects
• Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule

We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!

Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.

Inclusion Policy

We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice at https://www.clearscore.com/people-notice.