Support Associate - English (Remote GMT +/-3)

Tabeo is building the 'Shopify' for private healthcare. Our platform simplifies payment and marketing services for local clinical providers including dentists, audiologists, and opticians. Customers benefit from quicker, easier access to relevant payment options in one unified checkout flow. In addition, they receive access to i) custom landing pages, ii) email & text campaign builders, and iii) a dashboard to manage leads.

Today, over 8,000 dentists across the UK use Tabeo, with 200 more joining our platform every month. Tabeo is the dominant market leader for patient finance and seeks to be the same for cards and capitation plans. Sector-specific features and super competitive pricing will help us upsell the service. In parallel, we want to capture more market share in new verticals (hearing and vision care). 99% of payments rely on cards, so you build/own the data highway to simplify marketing flows for our Customers.

The business is profitable, and we plan to grow revenues by over 100% per year in the next 5 years.

We believe in a remote-first approach to work and equip teams with all perks and tools so they can thrive. However, we all come together 2x per year for Team Weeks. We previously met in Dubai, Lisbon, and London. Next, it is Budapest and Reykjavik.

About the role:

As we are expanding rapidly and internationally, our ambition is to continue offering 24/7, 5 real-time support to all our customers. To help us in this ambitious mission, we are looking to reinforce the Team by bringing on board a caring, passionate, and ambitious Customer Success Associate.

This is a 360 Customer Success role, as responsibilities will also cover credit risk, merchant sales, and early arrears. The successful candidate will be a curious individual who is keen to go beyond the traditional Customer Success job description, always showing dedication to providing the best support in any of these areas.

Responsibilities:

Customer Success:

• Answer customer queries in a timely manner
• Coordinate complex cases internally
• Understand and master FAQ usage
• Optimise and participate in projects increasing the automation of our Customer Success
• Expand our FAQ library

Credit Risk:

• When needed, ensure that manual verifications are done in a timely and effective manner
• Verify that information is correct and documents are genuine
• Ensure documents and information provided meet the underwriting standards required

Sales:

• Keep track of Sales metrics to identify "dormant" merchants
• Contact and engage these dormant merchants
• Provide updates and training sessions to merchants to better utilise Tabeo's platform
• Qualify leads on behalf of our merchants as part of our online marketing support solution

Early Arrears:

• Engage customers in early arrears by contacting them 24h after missing a payment deadline
• Determine the issue for arrears and coordinate with the collections team to assist those customers

Minimum Requirements:

• 1 to 5 years prior experience in a consumer-facing role
• Excellent communication and writing skills
• Ability to engage with customers in any situation (lead or arrears)
• Highly organised, meticulous, and able to work on multiple projects simultaneously
• Comfortable handling both outbound and inbound customer calls and queries

Flexibility is a must. We work in a fast-paced environment, and we are growing very quickly. This means that you may be given additional responsibilities to help out other teams throughout the business.

Benefits:

• Competitive salary
• Employee share options
• £2,000 per annual CPD package to be used at your discretion
• Full kit for home office
• Health insurance and life assurance (including dental and optical) for UK staff
• Company trips
• 24 days holiday annually, plus a day off on your birthday
• Extended parental leave
• Contributing pension scheme for UK staff