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Customer Experience Associate (FinTech)

Acre Software -
London

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Job details

Benefits

Cycle to work scheme
Annual leave
Company pension
Private medical insurance
Flexible schedule

Full job description

Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages.

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Our platform cuts out the unnecessary admin, pain and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow, to getting your keys. We're guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers.

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Over the past year, mortgage submissions through our platform have grown by 200%, a clear sign that we're helping mortgage businesses scale faster and smarter. As we continue to grow, we're looking for ambitious people to join us in transforming the industry and shaping the future of home buying. ‍

The start of 2026 has already been exciting, as Acre is now part of The ClearScore Group. This partnership strengthens our ability to innovate and deliver the best mortgage and protection platform.‍

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The Role‍

This role is an excellent opportunity to get unique exposure to working in a technology start-up and directly contribute to its growth.

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We are looking for an Associate with an interest in finance and technology that wants to help make the home buying process better.
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You will join our top-performing Customer Success team to help ensure that our firms are using Acre’s platform seamlessly as we continue to grow our market share. You will work closely with other Acre teams, as well as senior leadership, and get a unique insight into other key roles within Fintech start-ups such as Product Management, Software Engineering and Testing, Business Development, Marketing, and Innovation.

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Responsibilities:

The role will constantly evolve to match the needs of the business and vary from day to day. You will begin by learning everything about Acre and our technology and before you know it, customers will be looking at you with starry eyes while you work behind the scenes to continue building industry-leading, world-class technology with the wider team.

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Your day to day will involve:

Developing and maintaining a deep knowledge of our users and our product
Assisting brokers with their day-to-day support requests while providing them with outstanding customer experience via phone, email and screenshares.
Be an advocate for our customers, using their feedback to improve our product, in collaboration with our product development team
Perform technical troubleshooting and problem-solving of customer queries.
Delivering high quality webinar trainings to our customers on how to use Acre
Producing clear and simple communications around our product (e.g. release notes, knowledge base articles, training videos etc.)

About you:

Excellent at communicating with a customer focused attitude
Curious in nature and with a strong desire to achieve
Highly self-motivated and able to work independently
Have a strong attention to detail and goes above expectations
A resourceful, quick, sharp and creative problem solver
Passionate about people and making Acre customers happy
Thrives with ambiguity and makes the most of opportunities
Willing to come to our Shoreditch office at least twice a week
Availability to work the occasional Saturday.

What we offer:

The chance to make an impact within a Fintech in a unique position to make a difference to the mortgage market
25 paid holidays and a “duvet day” on your birthday
Hybrid Work Environment
Private health and dental cover - including mental health support through Bupa
GP office visits
Life assurance scheme
Up to 6% matched pension
Regular Lunch and Learns with guest speakers
Dog-friendly office
Daily breakfast and free snacks
Access to discounts via Cobens Extras
Free sports and social clubs
Continued investment into learning and development
Leadership-led training
In-house psychotherapist
Financial coach to help you plan and achieve your goals
No clock-watching culture
Generous maternity and paternity plans
Culture and inclusion representatives
Transparent pay structure and a career growth plan

Our Hybrid Model

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

Levels 1-5: Minimum 2 days per week in-office
Level 6 and above: Minimum 3 days per week in-office

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

Our Recruitment Process

1. Initial Screening Call (15-20 mins)

2. Call with our Customer Success Team Lead (30 mins)

3. Short Task

4. Final Interview (1 hour)

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.

Our story

Our hiring process

If you’re ambitious and want to make a difference to the mortgage market, join us. We’re a fully funded, early-stage Fintech start-up in a unique position to make an impact.

Step 1

Get in touch

Whether you’re in dev or design, marketing or management, if you see a job that makes you go “I’m perfect for that role”, we’d love to hear from you. Fire over your application and our team will get in touch if you’re a good fit.(We usually get back in a few days. Nobody likes an agonising wait.)

Step 2

Let’s chat

If we like what we see, we’ll set up a quick, very informal chat to talk about your work experience, skills, and really just get to know you a bit better. Feel free to come armed with loads of questions!

Step 3

Put your skills on show

After that, we'll usually ask you to complete a short task. Don’t sweat this part, we just want to see how you approach projects and solve problems.

Step 4

Meet your future colleagues

Once you’ve smashed your task, we'll set up one last interview with your future colleagues and senior leadership. There we’ll chat through your task or technical exercise and talk in a bit more detail about the role you’re applying for.

Step 5

Pop that cork!

Boom! Sign those dotted lines, give everybody the highest of fives and update your LinkedIn profile because it’s time to start helping us rewrite the rules of the mortgage industry. We can’t wait for you to join us.

Our perks

At Acre Platforms, we are committed to creating an enjoyable and fulfilling work environment for all of our team members. That's why we offer a variety of company perks to help make your time at Acre as enjoyable as possible. Some of the perks you can expect when joining our team include:

Share options

At Acre, We believe in sharing the success of the company with our team members. That's why we offer employee share options through an EMI Option Scheme so everyone has a direct stake.

Remote work options

Flexible working hours and remote work options for employees to balance work and personal life.

Pension

Automatic enrolment to our Aviva pension scheme and we’ll match up to 4% contributions, but of course you can pay as much in as you’d like.

Learn on the job

Get access to Pluralsight as soon as you join, plus regular lunch & learns on everything from tech to design to business. And, if you want, you can join us at events and meetups too.

Health insurance

Relax knowing you have access to Bupa private medical insurance and a medical cash plan for added security.

Home office budget

We offer a generous home office budget to help our employees create a comfortable and productive work environment.

Regular socials

All work and no play isn't the way here. Our monthly socials could be anything from darts to shows to poker. You’ll also find we love a lunch and pub outing too!

Cycle to work scheme

Save the planet, get some exercise and avoid the dreaded rush hour tube by spreading the cost of a new bike with our cycle to work scheme.

Apply Now

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