Customer Champion

Cleo AI

Looking to do work that matters?

We get it – it’s why most people come to Cleo. Together we’re fighting for the world’s financial health, building an AI that helps our users make the best money decisions from day one. We’ve helped 4 million people so far with personalised insights and a voice you don’t expect in FinTech. But it’s time to do more.

As we enter the next phase, we’re looking for more improvisers, data geeks and grown ups who want to own their work and make a difference.

What’s the role all about?

Our users want our help at all times of the day, so we do our best to support them as close as we can to meet their needs 24/7. Our teams are spread throughout the world so we aim to create a seamless handover between our many timezones.

We want empathetic team players who are keen to solve people’s problems and who don’t mind having a laugh along the way. We encourage our team to find a work/life balance by maintaining healthy boundaries.

What you’ll be doing:

• Live chatting with our users to help them on their journey with the Cleo App.
• Helping users get the best chance of getting Cleo to give them a Salary Advance.
• Serving our users that use our Credit Builder Card.
• Interacting with our community of users to help us as a company understand our user base and give input on what product and changes we should make as a company to better serve them.
• Keeping an eye on the trends that you are seeing and reporting irregularities to the right product teams.

Key facts:

• This is a part-time employee position based remotely from your home in the US. It would suit someone looking to do between 20-25 hours of work per week.
• Hours will be flexible but mainly fall between 8am – 8pm in your timezone over 7 days of the week. It will definitely include one weekend shift.
• The salary for this position is $18 USD an hour

What are we looking for?

• You will need to be based in the US
• Self starting: you will be onboarded and work from home so will need to be driven to find the answers to the questions you have and make it work
• Proactive intiative: You have the ability to take ownership of user experience and willingness to propose solutions before escalating
• Emotional Intelligence: You must be motivated to solve customer issues and have empathy when dealing with sensitive situations
• Conflict resolution: You must be able to calmly de-escalate angry customers and give them actionable solutions
• Tech savvy: You will need to pick up new systems and software quickly to look into user issues daily
• Strong time manager: You will be required to independently juggle multiple priorities across being responsive to customers, building your understanding of the product, and interacting with the team in London
• Community driven: You will need to make decisions based on what is best for the team and communicate effectively to work towards a common goal
• Nice to have: Experience working with customers who face adversity or financial instability
• Ideally a Cleo user

How Long Will This Process Take?

We don’t like to hang around and are excited to get you started asap. You’ll get an idea of what to expect below:

• A fifteen minute zoom call with a member of our team to find out more about your experience and why you want to work at Cleo.
• One Hour Zoom Interview. Half an hour with your (potential) future manager then half an hour with a couple of our team members to talk about culture and values.
• There will be a short task that you will be expected to prepare ahead of the one hour interview.

What do you get for all your hard work?

• Work at one of the fastest growing tech startups, backed by top VC firms, Sofina Balderton & EQT Ventures.
• Cleo is a culture of stepping up. We want, and expect you to grow and develop. That means trying new things, leading others, challenging the status quo and owning your impact. You’ll have our support in everything you do. But more importantly, you’ll have our trust.
• We treat you as humans first, employees second. Because we can’t fight for the world’s financial health, if we’re not healthy ourselves. This means the usual perks but it also means flexibility.
• Other benefits include;
  • Annual and Sick Leave
  • 401k matching up to 6%!
    Regular lunch-and-learns as part of a general learning culture
  • Online courses and internal training to level up your skills like from coding, to SQL, to management training
  • Cleo socials and activities
  • Online mental health support via Spill
  • A clear career progression path through Progression https://cleo-ai.progressionapp.com/
  • And many more!

We are committed to making Cleo a more diverse and inclusive workplace. We are making continuous changes in order to make sure that all voices, especially those of minorities are heard, supported and celebrated. Our work doesn’t stop at hiring, and we are providing every employee with training, support and development throughout their Cleo career, alongside training specific to inclusivity.

APPLY HERE