Customer Support Associate

The Company

Octopus Legacy is the place to plan for death and find support after loss.

Having been on our own startup journey, Octopus Group recently bought a stake in our company to supercharge our growth, and now we’re one of the fastest growing companies within the UK’s most exciting group (you may have heard of some of our sister companies…)

With our new brand, the Octopus platform at our disposal and a Top Secret plan to achieve radical scale we’re already transforming the way that people experience the process of planning for and dealing with death. 

We’ve assembled a crack team to prepare us for that scale, and you could be the missing piece we’re looking for!

The Role

We’re looking for a Customer Support Specialist to be the heart and voice of our company. In this role, you’ll provide empathetic, solution-oriented support to individuals navigating some of life’s most challenging moments. Your ability to connect with customers, offer guidance with care, and provide exceptional service will be crucial in shaping their experience with us.

Key Responsibilities:

• Be the first point of contact for customers via phone, email, and chat, offering warmth, understanding, and expert guidance.
• Help customers navigate our products and services with clarity and confidence, ensuring they receive the support they need.
• Resolve customer concerns efficiently and compassionately, escalating complex cases when necessary.
• Maintain detailed and confidential customer records to ensure seamless service.
• Gather and share customer feedback to help shape and improve our products and services.
• Collaborate with a passionate team to enhance the customer experience and set new standards in the death tech space.

Who Are You?

• Experienced in customer service or a related field (bonus points if you have experience in high-empathy roles!).
• A clear and compassionate communicator, skilled in building trust and rapport.
• Able to support vulnerable customers with patience, discretion, and sensitivity.
• A problem-solver who thrives in a fast-paced, detail-oriented environment.
• A team player who’s always ready to go the extra mile to create an unforgettable customer experience.
• Comfortable with customer support software, CRMs, and technology.

If you’re passionate about helping people through meaningful work, we’d love to hear from you!

Our Mission

When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone.

Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one.

Death can come between us, leave mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.

Benefits:

• Octopus share incentive scheme.
• Flexible working: 3 days in the office (Holborn), remote 2 days a week. 
• Flexible holiday policy + extra day off for your Birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance. 
• Pension scheme.
• Enhanced parental leave.
• Free Will & LPAs + discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to £500. 
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
• Dog friendly office.
• Breakfast every day, snacks and wellness activities.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.