Customer Support Manager - Fintech

About us

Hello, we are GetGround. We are a well-funded series A Tech scaleup in Europe and Asia with a mission to make the world fairer and more productive. We are doing this by making assets more transparent, trustworthy and accessible - starting with real estate. Incomes have stagnated, so more access to wealth generating things like real estate = less wealth inequality. We are disruptors building a global network for trading illiquid assets - and we have first mover advantage!

Our Co-Founder and CEO Moubin qualified as a Doctor and went on to have a successful career at McKinsey and private equity house, APAX. Moubin started GetGround with his brother and our CTO, Misrab. Misrab is a Stanford Computer Scientist that led the scaling of the Gojek Data Science team in Asia.

We are proud of how far we have come since 2018, but humbled and excited at what there is still to achieve. Our values sit at the core of everything we do - pursuit of excellence, feedback obsessed, No BS and healthy egos.

We have a flexible working policy that allows hybrid working. Please ask your Recruiter for more details.

GetGround's growth since 2021:

• ‍‍ 20 -> 100 people (ex Google, Facebook, Monzo, McKinsey, Talkdesk...)
• Captured 7%+ of the UK market already
• Adding $1Bn of property onto our platform annually in a $Trillion market
• 5 locations (UK, Portugal, Germany, HK, Singapore)
• One of Europe's 2022 Rising 100 Future Unicorns

We're looking for a detail-oriented and empathetic problem solver to lead our Customer Support team. You will improve current processes, ways of working and be involved with designing world class customer support. You will split your time between hands-on CS work and people management for a small but growing CS team.

What you will do:

• Handle customer escalations, speaking with customers directly to get feedback on our service
• Identify, develop and implement changes to our processes, tools or product to deliver positive customer experience
• Coach and support your team to achieve their personal, professional, and performance goals
• Help your team with the most difficult queries and help build their knowledge around complex issues
• Regularly review your team's performance and identify ways to improve key metrics and deliverables
• Support our Operations Director to implement projects that will improve our overall customer experience

Your skills and experience:

• Led people as a Team Lead / Manager in a Customer Support role before, and you get energy from people management
• You're excited about solving problems and are always looking for better ways of doing things
• Highly capable stakeholder manager, used to advising and working constructively with senior leadership
• Passionate about building good processes and ensuring that they're clearly documented
• Comfortable with data, and have helped create or monitor dashboards to drive team performance improvements
• Experience dealing with a high volume workflow and prioritisation
• Excellent administration skills, computer literacy and an expert eye for detail

Ideally you will have also...

• Worked with HubSpot
• Worked in a startup or a business going through hypergrowth

Our benefits

• Competitive salary + stock options
• Private health + dental benefits
• Flexible/hybrid working (check details with your recruiter)
• 1 day off per month as a mental health day (12 days annually) PLUS holidays and public days off
• Mental health support - 24/7 access to mental health support, counselling, therapy & coaching through Spectrum.Life for all employees and their immediate family
• Team and company-wide events
• 360° performance reviews to promote a culture of growth and development
• Support for conferences and professional learning & development

[+ other localised benefits depending on your office location]

What we do - in more detail

GetGround is developing the infrastructure for a global digital marketplace for assets enveloped in companies. Trillions of dollars of assets are tied in inefficient illiquid markets - think property, ships, factory machinery & infrastructure to name a few.

Enveloping an asset in a company unlocks liquidity by enabling the right legal basis for asset ownership, governance and exchange. However companies, one of humanity's greatest inventions, are stuck in the past. We are digitising and automating the company - starting by tackling UK private residential investment property, with £1.3 trillion of stock and £30-50 billion in transactions a year.

Diversity & inclusion at GetGround

GetGround encourages applications from all sections of society and we believe in the criticality of an inclusive culture. We are focussed on and committed to equal employment opportunity regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity or any other basis as protected by law.