Customer Support Specialist (Saas)

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We’re looking for a Customer Support Specialist (Saas) to join our fast growing RegTech startup.

At PassFort, we share a powerful vision to enable businesses & individuals to establish trust online. We’re connecting the human concept of trust with the transformative technology of the internet.

We currently do this by giving regulated businesses the tools they need to automate and digitalise the onboarding, verification and management of their customers - that means customers can be onboarded in real-time, without ever having met in person. Our clients save time and money, reduce complexity and improve customer satisfaction.


How you’ll have impact

You will play a key role in setting our customers up for success!

From the point of signing a contract with a new customer - you’ll step in. You’ll be given a clearly defined statement of work, and you’ll then take the requirements of our clients and execute their requests in the PassFort platform. You won’t need experience - you’ll use the building blocks in our portal to customise the PassFort setup.

You’ll also be the face of our tier 1 customer support - answering any support tickets and solving customer problems. No isn’t in your vocab - you’re ready to think of solutions. You’ll be a product expert, upskilling clients on how they can get the best out of the product. You also have a keen eye for spotting bugs in the platform, and will escalate where necessary to relevant teams.

You’ll be driven by a genuine want for the customer to be successful, working as a trusted adviser at all touch points - meeting commitments, flagging any issues in a timely manner, and managing expectations around delivery or response.

What we need

We’ll provide you with all the support needed to develop into your role, but we’ll need a few things your side

  • Experience working with a technical product 
  • You’ll have a deep interest in how technology works - you’re not just interested in using a product, you want to dig into how it works
  • Great communication skills
  • Able to translate complex ideas into simple language for customers
  • Self-driven - we’re a small team and this is a standalone role
  • Able to juggle multiple priorities, and meet deadlines
  • Flexible, able to help out where necessary, and ask for help if needed
  • Driven to learn and develop

The Perks

  • Equity! We want you to succeed as we do
  • We’re remote-flexible, focussed on output rather than when and where you do the work from (although we do have a great central London location for those that prefer it!)
  • You’ll have a Home Office budget to get yourself set up to work from home
  • An annual learning & development budget to spend on professional or personal development, we’re invested in both
  • Birthday off - relax and put your feet up
  • Subsidised access to mental health services
  • Discounts to services and products
  • Salary sacrifice schemes via Enjoy Benefits: including Cycle to Work and Gym Membership
  • Equally Enhanced Maternity/Paternity/Shared Leave pay 
  • 25 days holiday + 8 bank holiday days you can use as and when you prefer
  • Unlimited unpaid leave


Or, know someone who would be a perfect fit? Let them know!

London Office

24 Cornhill
EC3V 3ND London Directions View page

Workplace and Culture

There's lots we do towards building a great culture here, but we think there's a few things that stand out

  • We couldn't be more central - next to Bank station. Easy transport links, great food, and the Thames is a hop, skip & jump away!
  • We are very dog-friendly. Our current office dogs include Penny, Buzz, Woody & Pippa.
  • We're invested in a great work life balance, and committed to ensuring you look after yourself, mentally and physically.
  • We're a social bunch, with team events, board game nights, ping pong tournaments, Friday drinks..
  • We're a bit biscuit obsessed - we'll be introducing you to a new 'guest' biscuit every month.

Already working at PassFort?

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