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 are looking for a dynamic and empathetic Customer Support Associate to join our team. As the first point of contact for our customers, you will play a critical role in providing support and guidance to individuals during some of the most vulnerable times of their lives. Your ability to communicate with sensitivity, understanding, and professionalism is essential to our mission of offering unparalleled service in the death tech space.

Key Responsibilities:

• Serve as the initial point of contact for customers via phone, email, and chat, offering a warm and empathetic response to their inquiries and concerns.
• Assist customers with navigating our products and services, providing clear and concise information to ensure their needs are met effectively.
• Address and resolve customer issues in a timely and compassionate manner, escalating complex cases to the appropriate team members when necessary.
• Accurately document customer interactions and transactions, ensuring all records are maintained with confidentiality and sensitivity.
• Gather and report customer feedback to help improve our products and services, contributing to the continuous improvement of the customer experience.
• Work closely with other team members to share insights, strategies, and best practices for delivering exceptional customer support.

Who Are You?

• Previous experience in customer service, support, or a related field is preferred. 
• Excellent verbal and written communication skills, with the ability to convey information clearly and sensitively, with a natural ability to build rapport and trust with customers.
• Ability to handle vulnerable customers with care, patience, and discretion.
• Highly organised, detail-oriented, and able to manage multiple priorities effectively.
• A team player who is willing to go above and beyond to deliver an exceptional experience for customers.
• Comfortable using customer support software, CRM systems, and other relevant technology.

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.