Customer Support Specialist - Estonia at Penfold

Hi, we’re Penfold - We are on a mission to build the pension of the future! 🚀

The UK pension industry is full of traditional pension providers that have outdated products and poor customer service. Penfold is dragging the pension industry out of the dark ages with a platform that is built on modern technology. We’re demystifying pensions, to make them universally accessible, engaging, and exciting so we can help everyone save enough for later life.
 

Right now we’re still a small team, but we’re well-funded with over £15 million in funding and growing rapidly. The company has been very successful, and is going through a big growth phase - we’ve been signing multiple customers, and we have over 50,000 users and 100s of workplace clients.

Our team is focused on building an amazing pension experience for our savers - creating a world where everyone is confidently saving. As one of our first 60 employees, you’ll have a say in defining our culture and you’ll have opportunities for progression and learning.

About the role
 

Our operations team is at the heart of the business - we ensure things at Penfold run smoothly and our customer support team is an integral part of this department. As a Customer Support Associate, you will join a team of eight colleagues that is expanding to 16. 

At Penfold, we're passionate about delivering exceptional customer service and always putting our customers first. This role will be dedicated to providing front-line support to our customers. As a member of our front-line support team, you will be critical to our continued success in providing a top-notch service to our customers.

Your Mission

• You will be our customer's first point of call, and the face of Penfold for our customers, delivering a 5-star customer experience.
• You will be responsible for answering questions and addressing concerns from customers via phone, email, or live chat.
• You will need to help customers to ensure they can get their problems solved quickly and efficiently.
• You will need to use your initiative and proactively identify areas where our service can be enhanced.
• You will perform operational tasks related to customer requests, working across multiple systems.
• You will be working closely with other members of the operations team as well as the wider company.
• You will be a key contributor to shaping and streamlining our processes and best practices, playing a critical role in our continued success.
   

About you

• You are based in Estonia, near Tallinn and have the right to work in Estonia (please note that at the moment we are not able to provide sponsorships).
• You have excellent verbal and written communication skills in English.
• You are passionate about helping customers, and you have good problem-solving skills.
• You have an empathetic and supportive attitude towards customers while remaining professional.
• You are able to learn things quickly and adapt to changes in processes. 
• You’re a team player and you have a positive and energetic attitude.
• You’re able to multitask, prioritise effectively, and remain calm under pressure.
• You are proactive and you’re always looking for ways to improve things around you.
• No previous customer service experience is required

If you’re excited about what we’re doing, get in touch – even if you don’t tick every box! 

Our application process

• Video interview (20 min) - for us to learn more about you and your experience and why you'd like to join Penfold
• Take-Home Task (20 min) - to assess your written communication skills
• First Stage Interview (45 min) with the Hiring Manager - in-depth interview about your experience and skills
• Final Stage Interview (30 min) - you’ll meet other members of the team to find out more about what it’s like working at Penfold
  
   

Our office/working hours

• We’re a remote-first business, although we have an office in London.
• Onboarding period (first 3 weeks): Monday - Friday 9am - 6pm UK Time (40 hours a week) with a 1 hour lunch - training will be provided by the UK team.
• After onboarding period: Monday - Friday 9am - 6pm EET (40 hours a week) with a 1 hour lunch. 
• Team meetings (8 per week).
• Initially this role will be fully remote but we are planning to open a second office in Tallinn, once the office opens we will ask you to attend the office from time to time (to be confirmed).

Our benefits

Penfold is committed to providing a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do. Our benefits package includes:

🤑 €1300 - €1500 per Month (gross/before tax) -  we review salaries more than once a year to make sure you get what you deserve

🏝️28 days annual leave
 

🥳 We will pay for your travel expenses for you to come to the UK, for company-wide meetings and socials at least every 6 months

🌍 Remote working – we are a remote-first company
 

🖥️ Best-in-class MacBook and we will provide you with any Work From Home equipment you need

📚 Learning & Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals
 

🤝 Hired through our talent partner Deel, your taxes are sorted so you don't need to worry

We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we’re happy to answer these anonymously if that makes you feel more comfortable.