[Hiring] Customer Support Associate @Penbrothers

Role Description

One of our value adds for childminders to register with us (instead of going it alone with Ofsted) is the support we provide in running their business. We create contracts, set up invoices, collect payments from a range of childcare payment schemes, and pay these out to providers.

We're looking for someone to join the Customer Support team in providing this assistance to registered childminders in running their business, so they can focus on the important things - like delivering a great education to children in their care!

As part of our support to our customers, we handle all payments and contracts for both the childminders and the parents. Our goal is to make payments seamless for everyone. We're providing personalized support, while building out and scaling the systems and processes. This role functions as an action-based support position handling customer support queries (around 80% payments-related matters, alongside technical support and childminding queries) where you'll exercise real autonomy, problem-solving, and sound judgment.

• Deliver warm, high-quality customer service to childminders and parents via online chat (Intercom) and over the phone as part of the scheduled team rotation.
• Work through back-office operational requests, including payment reconciliations, payment requests, and childcare contract requests.
• Take direct action within internal systems to resolve customer queries, such as updating schedules, adjusting invoices, and amending app details.
• Investigate and help resolve complex customer cases, such as payment discrepancies, reconciliation delays, or childcare contract disputes between childminders and parents.
• Identify the root cause of recurring customer issues (such as incorrectly configured schedules) to provide thorough, lasting solutions rather than quick fixes.
• Maintain accurate records, detailed case notes, and uphold UK data protection standards (GDPR) across all customer interactions.
• Collaborate with the wider team and follow structured escalation pathways for complex edge cases or formal complaints.
• Support newly registered childminders to launch and run their settings successfully, and assist families throughout their childcare journey.

Qualifications

• Excellent spoken English skills with an empathetic, active listening approach on the phone.
• Confidence in writing natural, unassisted customer communications without depending heavily on templates or scripts.
• High degree of autonomy, critical thinking, and judgment when working through nuanced or complex customer cases.
• Strong comfort with numbers, numerical accuracy, and an eye for detail when reviewing invoices and payment breakdowns.
• Great problem-solving skills and a knack for explaining complex payment or account details in a clear, accessible way.
• High learning agility and comfort picking up custom internal tools and operational systems.
• A positive, empathetic approach to handling sensitive or challenging customer conversations.

Requirements

• Experience using spreadsheets (Google Sheets or Microsoft Excel).
• Flexibility or openness to work weekend shifts if operational needs ever change.
• Familiarity with tools such as Intercom, Airtable, Front, Stripe, Notion, or Google Workspace.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.