Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Support Agent at Ben delivering world-class service to users in a hybrid role in London.
Responsibilities
- Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
- Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs
- Becoming a Ben product expert and using that knowledge to educate and empower customers
- Identifying trends in support queries and escalating complex or recurring issues to the right teams
- Create and maintain high-quality Help Centre articles, ensuring content is accurate, consistent, and aligned with our brand tone.
- Collaborate with product and support teams to translate complex concepts into clear, user-friendly documentation for both audiences.
- Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
Requirements
- 1-2+ years of experience in customer service in a fast-moving B2B SaaS company
- Excellent written and verbal communication skills
- Strong analytical thinking and problem-solving ability
- Solid technical aptitude - you enjoy digging into details and finding answers
- Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
- Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue
Benefits
- £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
- Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
- 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
- Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones.
- Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
- Comprehensive Private Medical Insurance
- Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check
- Comprehensive and tailored mental health support and professional coaching through a leading provider
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Senior Associate Product Manager at Capital One driving strategy and development of innovative customer experiences. Collaborating with tech, design, and data teams in an agile environment.
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