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Customer Support Associate

In a nutshell

We are looking to expand our operations team and we are looking to hire a Customer Support Associate. Reporting to the Head of Mortgage Operations, you’ll provide administrative support to them and the wider operations team, whilst also being the lynchpin between the customers and the business. 

You’ll be working in an operations critical role, liaising with key stakeholders across the business and be the first point of contact for our end customers.

We're a Remote First business - work from your home office or our London office - you choose to help you manage a busy lifestyle with flexible working opportunities!

What is Dashly all about?

Our mission is to give homeowners a better deal on their mortgage, getting them off expensive Standard Variable Rates and taking the waste out of the market for distributing mortgage products.

We’ve got an ambitious vision to create a suite of products that together will reshape the mortgage market for the good of all. We’re creating a platform that puts control over their mortgage back in the hands of homeowners, taking the pain out of staying informed and changing the market to drive fairer mortgage deals. 

To do that we’ll gather, enrich and leverage data about consumer’s mortgages to offer lenders new, more efficient ways to design and distribute products, and we’re building tools that let advisors truly manage their customer relationships and empower them to improve the service they can offer their clients.

What’s the role?

  • Become one of the first points of contact for every one of our customers who have a question, problem or want to share something positive

  • Come up with processes and help us with tool ideas that will enable you or the customers to self-resolve issues, or even better, pre-empt them 

  • Customer Service ticket management - funnel to appropriate business department 

  • Oversee customer profile completeness and harvest customer feedback

  • Track and follow-up on reported issues

  • Provide administrative support to the Head of Mortgage Operations

  • Author, edit and publish quality FAQ content to improve customer self-serve resources

Dashly is split between the UK and Czech Republic, you’ll mainly be working with our team in London, but will liaise with our teams in Prague and Brno on a regular basis. 

About you 

  • Minimum of 2 years experience in a customer service or administration role

  • Recent experience in the mortgage industry working in a customer support role would be highly advantageous 

  • A good level of knowledge of Microsoft Excel   

  • Previous experience in using customer support software in the past (i.e. Intercom, Zendesk, Salesforce or familiarity with CRM systems (Intercom/Zendesk/Salesforce/Help Scout) and practices as well as online community management tools would be beneficial 

  • A proactive attitude and the ability to work autonomously

  • Ability to interrogate data and passionate about customer outcomes

  • Good organisational and time management skills

LOCATION

LONDON, EC1A 9HP

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