ANNA
Customer Experience Specialist
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Customer Experience Specialist
ANNA Money – Customer Support Executive
🧡 About ANNA Money
We’re ANNA — short for Absolutely No-Nonsense Admin. We’re on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed.
Our app is part business account, part admin assistant, and part cat (yes, we meow). We handle the boring financial stuff—like invoicing, tax reminders, and expense tracking—so our customers can focus on doing what they love.
But don’t be fooled by our feline charm—behind the fun branding is a serious fintech company with sharp claws, bold ideas, and a team that’s rewriting what business banking feels like.
Our Personality Think fintech, but make it fun. We’re playful but professional, smart but never snooty. We care deeply about our customers, our culture, and our craft. We believe good design and clever tech can turn even the dullest admin task into something surprisingly joyful.
🚀 Why Join ANNA
At ANNA, you’ll be part of a fast-growing team that thrives on creativity, collaboration, and a slightly mischievous sense of humor. We love:
- Big ideas
- Bold experiments
- People who care about doing work that matters (and maybe owning a cat or two)
If you like fintech with a twist and want to help small businesses feel a little more confident, a little more human, and a lot more empowered, you’ll fit right in.
🗝️ Key Responsibilities
- Act as the primary point of contact for customer inquiries, offering support via phone, email, and live chat.
- Efficiently resolve customer issues, aiming for first-point resolutions whenever possible.
- Recognise and escalate complex issues to the appropriate team members.
- Collaborate with cross-functional teams to create and improve customer service processes.
- Proactively enhance the customer experience, sharing suggestions for process improvements.
- Build strong relationships with customers to understand their needs and challenges.
- Conduct product demos and training sessions to help customers use our software effectively.
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💪🏽 Requirements
- A minimum of 1 year of experience in customer service or support.
- Comfortable and confident communicating with customers over the phone.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Superior interpersonal skills, with a knack for building rapport with customers.
- Meticulous attention to detail, combined with exceptional organisational and time management skills.
- Proficient in using technology and capable of fast typing.
- Able to thrive both independently and as part of a team.
🤝🏽 What You Get From Us
Career & Development
- Enhance your skills in Business Admin, Payment Account Support, Onboarding, and Retention.
- Annual Continuous Learning budget of £1,000.
- ‘Take A Break’ budget of £1,000 per year.
Wellbeing & Benefits
- Private Bupa healthcare.
- ‘Cycle To Work’ & Nursery Care salary sacrifice schemes.
- A growth share program.
- Access to fitness programs, rewards, and mental health support via Perkbox.
Flexibility
- Hybrid/remote work, with offices in London and Cardiff.
- 28 days of annual leave, increasing to 29 days after 2 years.
- Half days on Bank Holidays—full pay.
- A paid day off on your birthday!
Culture & Environment
- Flat organisational structure—everyone’s voice matters.
- Self-management over traditional management styles.
- Regular social events, virtual and in-person.
Get help with your application
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Hybrid / Remote Role
🏡 We support working from home, but collaboration is key! We have offices in London and Cardiff—drop in anytime!
- If based in Cardiff, we recommend working in the office once a week (but the more, the merrier).
- 24/7 customer support is our priority. Shifts: 7 AM – 10 PM (Mon-Fri), plus one weekend shift/month.
💰 Salary & Career Growth
Starting Salary
£25,000 per annum—investing in your learning journey with us.
Opportunities for Growth
After probation, explore advanced roles to build your strengths in Customer Success and Specialist Support, such as:
- ✅ Customer Success Manager
- Drives exceptional customer experience from start to finish, owning complex queries end-to-end.
- ⚡ Subject Matter Expert
- Masters a niche area to simplify intricate challenges and deliver exceptional customer outcomes.
Why wait? We encourage career progression aligned with your talents and passions.
Important Notes
💬 Applications: High interest expected. We’ll keep candidates updated, focusing on quality feedback throughout the process.
🔒 Staying Safe When Applying
- We never ask for money, bank details, or personal sensitive info during hiring.
- All communication uses an @anna.money email address.
- If something feels off, trust your gut—reach out for confirmation!
⚖️ Equal Opportunity ANNA is an equal opportunity employer. Hiring is based on ability, potential, and contribution—nothing else! Request accommodations during the process—we’re happy to support you.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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