Consumer & Client Support Executive

We're on a mission to protect society from fraud and money laundering. We've already protected over 3 million people through life's big transactions.

Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.

Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn't exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.

Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.

Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.

The Role:

The consumer team are contacted by phone, instant chat and email, so excellent communication skills are essential. As automation takes on more first-line volume, you'll spend more of your time reviewing and refining AI-suggested responses, curating the procedures and knowledge base that our automation draws on, and stepping in directly for the more complex or sensitive cases that need a human touch. Our product is constantly being improved and adapted to the market, so you need to be able to flex as our processes - and our tools - change, and become an expert in both our app and the AI systems supporting it.

You will be central to continually helping us streamline the customer support process whilst going above and beyond for everyone who interacts with our app. The consumer support team work closely with multiple other teams across the business, including Product and Ops, to help shape how automation is trained and where it needs guardrails. As the first point of contact with end users, you will play an integral role in providing feedback to our product team to help build a market leading product.

The client team focus on giving an outstanding level of service to our clients - primarily law firms, but also other organisations, and we are working hard to onboard more Estate Agents and Accountants. This role demands excellent attention to detail, a professional manner on the phone and great written skills as our main channel for inbound enquiries is via email. You'll not only need to understand our app, but become an expert on interpreting our ID checks so you can share this knowledge with our clients - and increasingly, so you can review and quality-check the automated responses handling more routine client queries. We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. This team work closely with Customer Success and Partners to help identify key areas of training for our clients, identify upsell/cross sell opportunities and prevent client churn.

Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions - using AI to scale the volume we can handle without scaling headcount at the same rate, so that more of the team's time goes into the judgement calls, relationships and edge cases that genuinely need a person. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.

Skills and responsibilities:

Take overall responsibility for your part of customer support and helping customers get the most out of Thirdfort, using a mix of direct handling and oversight of AI-assisted resolutions.

Curate and continually improve the procedures, macros and knowledge base that power our Zendesk automation (including Auto Assist), so the AI has accurate, up-to-date guidance to work from.

Review and quality-check the work of automation - catching errors, tone issues or misjudged responses before or after they reach a customer - and know when and how to intervene.

Work with the support team to deliver against ambitious targets, with an increasing focus on quality and outcomes rather than raw ticket volume.

Be highly organised and able to juggle enquiries; seeing ID checks through to completion by raising tickets and callbacks, or supporting our clients in navigating our portal.

Recognise which enquiries genuinely need a human response and prioritise those, so that customers going through big, often stressful transactions always feel heard.

You will have an open and friendly attitude that puts customer experience at the heart of everything you do, whether the interaction starts with a bot or a person.

You will have the ability to communicate effectively and persuasively; patience and empathy are essential.

Feed insights from customer interactions back into how we train and tune our automation, as well as into the product roadmap.

What we are looking for:

Incredible Customer Support Executives are not easy to find, so we are looking for individuals who love helping people and are keen to grow and develop within our team. In return we will offer learning & development, and the opportunity to work on exciting projects across the business; you are focused on a career in customer support and looking for a company that will help you to hone your skills.

Someone genuinely curious about AI and automation in customer support - excited by the idea of shaping how it's used, not threatened by it. We want people who see tools like Auto Assist as something to direct and improve, not just something to trust blindly or resist.

Be happy to get your hands dirty as the front line of our Thirdfort Support team - in busy periods that's dealing with high volumes of inbound enquiries and reviewing automated responses at pace, tackling both with a calm and good humoured approach.

Strong attention to detail - you'll be checking AI-generated and automated work as well as your own, so a good eye for when something's slightly off matters.

You'll want to devour information from our clients & users so that we can make continual improvements to our app journey and to how our automation supports it.

Understand the key pain points we are solving for our clients, and be able to judge when solving them needs a human moment rather than a quick automated fix.

You will be hungry to join an epically exciting startup, genuinely excited about the opportunity to help shape a support function that's evolving in real time - not just execute a fixed process.

1-2 years Customer Support experience is helpful, especially in the start up or tech or legal space, and prior exposure to support tooling like Zendesk (or similar) is a plus. However, we're open minded and interested in grads or people coming from jobs in other areas who can demonstrate the above skills.

Life at Thirdfort:

Driven by our values, our culture promotes a collaborative and open environment where Thirdforters can take ownership, have impact, and feel empowered when it comes to their growth and development. We understand the importance of our teams' wellbeing and recognise a one-size-fits-all approach rarely works, that's why we aim to provide the flexibility individuals need to work in the way that suits them, and their families, best.

When you join Thirdfort, you'll get immediate access to our employee benefits package that aims to support you across these areas:

27k annual starting salary (dependant on experience).

Stock options - We want you to own the work that you do and this means owning the company you work in. All employees receive options as part of their compensation package.

Learning & Development culture - there's lots of opportunity to pick up new skills and push forwards your own personal development.

Open and flat culture where everyone has a voice in the culture we're building. Taking ownership, challenging how things are done, and being a team player are all core values for us.

A focus on wellness. We've had external speakers come in to teach us about mental health, run yoga classes and are constantly thinking through ways to improve wellness for our team.

Holidays - 26 days a year, and an extra day granted for every year of tenure (capped at 4 days), with the option to buy extra days.

Flexible working - we are keen to recruit individuals who will embrace office culture and will look to spend 2 days per week in the office minimum, whilst maintaining the flexibility to work from home on some days.

Working hours are between 8.30am - 6pm, Mon-Fri, 40 hours per week.

Central Manchester office with free snacks and soft drinks.

We run socials for the support team every quarter so you get plenty of time to socialise with your colleagues. In the past this has included getting together to enjoy some great food, or doing a fun activity such as bowling or playing darts, or trying your hand at cricket!

We're committed to building an inclusive, equitable and diverse culture where everyone has a chance to make a difference. We're purposefully building a team of problem-solvers that reflect our values — which is why we hire from all backgrounds. If you're a curious, kind individual who takes ownership, you'll be a great Thirdforter.

If you require any reasonable adjustments during the application or interview process, please let your dedicated Talent Partner know and we'll do our best to accommodate.