Customer Success - Support Associate

This Customer Success - Support Associate role sits in Defaqto, part of the Fintel Software & Data Division.

About Defaqto

We are one of the UK's most trusted providers of independent financial information, ratings and market intelligence, helping consumers, advisers and financial institutions make smarter financial decisions. We maintain the UK's largest financial product database and deliver expert, unbiased product ratings - including our industry-recognised Star Ratings - which assess product quality across insurance, banking, investments, pensions and more.

Kickstart your career in Customer Success with a leading fintech brand.

Role Overview

This isn't an IT helpdesk role- it's about building relationships, solving problems, and helping our financial services clients succeed with our suite of software products. You'll develop a strong understanding of our products and the financial services landscape, becoming a trusted first point of contact for our clients.

You'll also have the opportunity to get involved in testing new product releases, sharing feedback to improve the customer experience, and contributing to how we continuously enhance our support offering. Your work will directly impact customer satisfaction and retention.

This is a fantastic entry point into Customer Success at Defaqto. If you're curious about software, enjoy helping others, and want to build a career in a growing fintech business, this role offers clear progression and the chance to develop valuable skills in customer success, product expertise, and financial services.

Internally, this role is called Customer Support Associate.

Key Responsibilities

• Customer Training & Support
• Deliver engaging remote training sessions (with occasional in-person sessions) to help customers get the most from Defaqto's software
• Guide users in confidently navigating our tools, tailoring support to their needs and level of experience
• Respond to customer queries via phone, email, and online chat in a professional, friendly, and timely way
• Build strong relationships with customers, ensuring every interaction leaves them feeling supported and confident

Product Knowledge & Testing

• Develop in-depth knowledge of Defaqto's platforms through hands-on learning and ongoing training
• Support testing of new features and releases, sharing feedback to help improve the customer experience
• Contribute to the creation and maintenance of training materials, guides, and user documentation

Customer Success Collaboration

• Work closely with teams across Customer Success, Product, Sales, and Marketing to share insights and improve solutions
• Identify common customer questions, challenges, or feature requests and feed these back to the wider business
• Contribute to initiatives that improve customer engagement, satisfaction, and retention

Personal Development & Continuous Improvement

• Take ownership of your development, building knowledge of our products, training techniques, and the financial services industry
• Actively participate in team meetings, knowledge sharing, and supporting new team members as you grow
• Continuously look for ways to improve how we support customers and deliver value
• Strive to provide an excellent customer experience in every interaction

Skills, Knowledge and Expertise

Knowledge:

• Strong IT literacy with the ability to pick up new systems and tools quickly
• A curious, problem-solving mindset with good attention to detail

Experience:

• Experience in a customer-facing role (such as retail, hospitality, customer service, support, or training) would be beneficial
• Any experience presenting, demonstrating, or explaining information to others-whether formally or informally-is an advantage
• No prior experience in software training is required-we'll provide full training and support to help you succeed

Approach to work:

• Self-motivated and proactive, with a positive, "can-do" attitude
• Enthusiastic about learning and developing new skills
• A collaborative team player who enjoys supporting colleagues and customers
• Adaptable and comfortable working in a fast-paced, evolving environment
• Genuinely customer-focused, with a friendly and empathetic approach

It's also important that you live our values, which are at the heart of everything we do. At Defaqto, we Think Big, Be Bold, Own It, Team Up, and Be a Star.

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.