Customer Support Specialist (Part-Time)

Odin helps people to raise and deploy capital seamlessly

We envision a world where people can vote with their money on what the future looks like, and participate in creating it.

We’re starting by making it radically easier for anyone, anywhere, to launch & run an angel syndicate or venture firm.

We handle all the “plumbing” through one seamless platform - everything from setting up the legal structure for an investment vehicle through to processing payments.

We’re already trusted by over 7,000 VCs, angels and founders, and we are just getting started.

The Role

Reporting to our Head of Commercial, you’ll be responsible for:
• Be the frontline point of contact for customer support, handling emails, chats and calls from our customers
• Proactively and thoughtfully address customer issues through active listening and a comprehensive understanding of our products and services
• Delivering high customer satisfaction scores by being truly customer-centric and a skilful... problem-solver
• Collaborating with the team to troubleshoot problems by leaving internal notes for the Customer Support Manager, sharing feedback with our product team and correctly tagging tickets for future data analysis
• Championing the customer perspective, understanding their pain points, and leveraging this insight to initiate positive changes to the Odin customer experiences within Odin

Working Hours

This is a part-time remote position with the following schedule:
• Monday to Thursday: 6:00pm - 9:00pm
• Saturday and Sunday: 10:00am - 4:00pm

A total of 24 hours per week. The schedule is fixed, and we will prioritise candidates who can commit to the full set of hours. However, we are open to a job share arrangement. If you can at least commit to all evening or all weekend hours listed, we welcome you to apply.

Must-Have Qualities
• You're Detail-Oriented. Your ability to pay meticulous attention to small details is what sets you apart. You genuinely care about the details, and can suggest improvements to templates and documents with an eye for precision
• You're a Brilliant Communicator. Whether in written or verbal form, you understand the importance of effective, and clear communication in all aspects of the role. You understand the sensitivity that customers face, and have the ability to communicate empathetically and work on improvements to enhance customer communication
• You have a customer-centric focus. Your genuine care for the customer is evident in your approach, making it a point to understand their needs, concerns, and expectations. Your dedication to customer satisfaction goes beyond tasks; it's a commitment to ensuring a positive and fulfilling experience for every customer interaction
• You're Adaptable and a Fast Learner. Your capacity to adapt to new processes, regulations, and tools with the right coaching is essential

Your Experience & Background

Must-have

We recognise that the ideal background could come from various profiles. You could be a university student, a recent graduate, a parent, someone who worked in a role with transferable skills or an experienced customer support specialist. What matters most to us is that you’re able to meet each of the qualities we're looking for, you’re ready to make an impact quickly, and you align with our values.

Nice to have
• You’ve got experience working within a fintech or a B2B environment
• You have a keen interest in technology, venture capital and angel investing
• Familiarity with Zendesk and Airtable would be a definite plus

The Hiring Process
• Interview with Imani, our People & Talent Lead - Here, you’ll unpack the role, learn more about us, and she'll ensure you're the right fit for the position
• Take-Home Challenge - By this stage, we believe you're pretty great, so we’ll share a task to assess how well you'd perform in the role
• Interview with Haroun, our Head of Commercial - Now that you're in the running, and you’ve shown some of the must-have skills through the challenge, it's time to unpack your experience with the hiring manager
• Final Interview with Mary & Paddy, Co-CEOs & Founders – At this stage, we're genuinely excited about your potential fit and believe it’s important for you to spend time with our founders. You’ll also have the chance to meet a few members of our team to gain a broader sense of our culture and what it’s like to work with us

Before each interview, we'll prepare you for what to expect, and regardless of the outcome, once you’re in our process, we'll provide detailed feedback within 24 hours of an interview.
Our process typically takes two weeks, sometimes shorter, or perhaps a bit longer; we'll accommodate your availability and are happy to make any hiring adjustments along the way.

Salary

The salary for this part-time role (24 hours per week) is £18,000 - £23,400 annually, depending on experience. This is based on an FTE salary of £30,000 - £39,000.

Your Location

This role is fully remote, and you must be based in the UK.

Working at Odin ??

We encourage a balanced way of working. We’re a fast-growing startup building something very ambitious, and we expect you to work hard, and relish this challenge. However, we also offer flexibility, and we support your life outside of work so you can bring your best to the table.

Our benefits include:
• An equity option package so you can benefit from our success (you need skin in the game!)
• We’re remote-first, so you can work from home full-time, but as a team, we value spending time together. We do have days where we use the same WeWork, and we make an effort to organise monthly in-person socials (attendance isn’t mandatory)
• Choose your own laptop and receive an additional £1000 to spend on your home-tech setup, ensuring you have the right tools for the job
• Enjoy a £1000 yearly allowance for learning and wellness initiatives of your choosing (including gym membership). We prioritise self-care to ensure you bring your best self to work
• Receive your own expense card, eliminating out-of-pocket spending for work items and tools that matter
• Private health insurance to ensure your health isn’t compromised, allowing you to do your best work

Accessibility Adjustments ??

We’re committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply.

At Odin, we truly value the power of diversity and inclusion. We warmly invite applications from individuals of every gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, and anything else that makes you who you are. Your walk of life, background and experience brings a unique perspective that matters to us, as it helps us create products that resonate with and serve everyone

Apply Job!