Cleo
Investigations Customer Champion
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About The Company
About Cleo
At Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.
Cleo is a rare success story: a profitable, fast-growing unicorn with over $380 million in ARR and growing over 2x year-over-year. This isn't just a job; it's a chance to join a team of brilliant, driven individuals who are passionate about making a real difference. We have an exceptionally high bar for talent, seeking individuals who are not only at the top of their field but also embody our culture of collaboration and positive impact.
If you’re driven by complex challenges that push your expertise, the chance to shape something truly transformative, and the potential to share in Cleo’s success as we scale, while growing alongside a company that’s scaling fast, this might be your perfect fit.
Follow us on LinkedIn to keep up to date with new product features and insights from the team.
About The Role
As an Investigations Customer Champion, you sit a step above our frontline team - handling escalated, complex, or high-impact cases that need deeper product knowledge, sharper troubleshooting, and confident decision-making. You’ll be the go-to person when things get tricky: resolving cases that frontline agents can’t close, supporting your peers when issues escalate, and making sure customers feel genuinely heard and helped when things go wrong.
This is a hands-on customer role with real influence - your work shapes how we improve our product, processes, and the experience we deliver every day.
About the work pattern: Cleo’s users are in the US and UK, so shifts are scheduled to match their waking hours. Some shifts may include evenings, and the occasional weekend. We can accommodate people who like flexibility, as well as people who prefer consistent shifts.
Key Responsibilities
- Owning and resolving escalated customer cases across chat and email, including technically complex, emotionally sensitive, or high-impact situations.
- Applying strong product knowledge to diagnose issues efficiently and explain solutions clearly, simply, and calmly to customers.
- Using sound judgement and logical problem-solving to work through unclear or incomplete information and reach fair outcomes for customers.
- Troubleshooting issues end-to-end using internal tools, documentation, and established processes, knowing when to escalate further.
- Supporting frontline Champions by answering questions, sense-checking responses, and providing guidance on complex cases.
- Running occasional training, shadowing, or knowledge-sharing sessions to help junior agents build confidence and capability.
- Spotting recurring themes or patterns in escalations and investigations and raising them with the wider team to support continuous improvement.
- Following support processes accurately while flagging gaps, edge cases, or recurring friction points when they arise.
- Contributing to projects that improve macros, help centre content, internal documentation, and ways of working.
- Recognising when a user may be in vulnerable circumstances - financial distress, mental health pressure, life events - and following Cleo’s vulnerable-customer process with care.
- Holding Cleo’s tone: warm, clear, a bit playful, never patronising; even when conversations are difficult.
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What We're Looking For
- Experience in a previous customer support role, ideally in fintech, tech, or a regulated environment
- Proven experience handling escalations or complex customer issues with confidence and care
- Strong written communication skills, with the ability to explain complex product or policy topics in a clear, human, and reassuring way
- Comfort making decisions within defined risk and policy frameworks, and documenting rationale clearly
- Available to work shifts that include evenings, weekends, or overnight to cover US and UK time zones
- Above all, we're looking for someone who wants to treat customers well, and can handle sensitive topics like financial stress with care and attention
What do you get for all your hard work?
- A competitive compensation package (base + equity) with bi-annual reviews.
- Work at one of the fastest-growing tech startups, backed by top VC firms, Balderton & EQT Ventures
- A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
- Flexibility. We can’t fight for the world’s financial health if we’re not healthy ourselves. We work with everyone to make sure they have the balance they need to do their best work
- Hybrid-first: Join our hybrid-first team, where we blend the best of both remote and in-office work. We expect our team members to be in our London office 1-2 times a week. On Wednesdays, we buy you lunch, but you can come to the office on whichever days work best for you!
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Other Benefits
- Company-wide performance reviews every 6 months
- Generous pay increases for high-performing team members
- Equity top-ups for team members getting promoted
- 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo, up to 30 days)
- 6% employer-matched pension in the UK
- Private Medical Insurance via Vitality, dental cover, and life assurance
- Enhanced parental leave
- 1 month paid sabbatical after 4 years at Cleo
- Regular socials and activities, online and in-person
- We'll pay for your OpenAI subscription
- Online mental health support via Spill
- Workplace Nursery Scheme
- And many more!
Welcoming Everyone
We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
If there’s anything we can do to accommodate your specific situation, please let us know.
By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Cleo AI. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Cleo AI may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Cleo AI's Candidate Privacy Notice
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