🛠 Tech Stack

💼 About This Role

You'll own the end-to-end customer payments experience for an AI-native energy transaction infrastructure company. Your work will directly reduce payment friction and early-stage debt while increasing customer trust. This role sits at the intersection of CX, Product, and Finance to drive scalable improvements.

🎯 What You'll Do

• Resolve complex payment and billing escalations with cross-functional coordination.
• Analyze payment failure root causes and drive prevention strategies.
• Identify and prioritize systemic payment friction points to eliminate.
• Define quality standards and SLAs for payments support.

📋 Requirements

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment.
• Strong case investigation skills across systems and stakeholders.
• Demonstrated ability to identify patterns and drive systemic improvements.
• Data-literate with ability to define and track metrics and turn insights into action.
• CRM experience: HubSpot (or similar) and Intercom (or equivalent) confidently used.

✨ Nice to Have

• Experience with payments failure modes (direct debit, card, bank transfers).
• Experience designing CX playbooks, SLAs, and QA standards.
• Familiarity with experimentation (A/B testing) for messaging and nudges.

🎁 Benefits & Perks

• 💰 Competitive salary reviewed twice a year with transparent, consistent pay.
• 📈 Stock Options — ownership in the mission.
• 🏖️ 25 days holiday + public holidays + birthday off.
• 🏠 Remote & flexible working with clear core hours and no internal meetings Friday afternoons.
• 💻 Home working & wellbeing budgets — up to £1,200/€1,200 annually for setup, £150/€150 monthly for wellbeing.

📨 Hiring Process

Estimated timeline: 2-3 weeks

1. 1Intro call with Talent· 15 min
2. 2Hiring Manager interview· 30 min
3. 3Take-home task· varies