Customer Experience Specialist - Night Team 🌙

🧡 About ANNA Money

We're ANNA — short for Absolutely No-Nonsense Admin.

We're on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed.

Our app is part business account, part admin assistant, and part cat (yes, we meow). We handle the boring financial stuff—like invoicing, tax reminders, and expense tracking—so our customers can focus on doing what they love.

Don't be fooled by our feline charm. Behind the playful branding is a serious fintech company with bold ideas, brilliant people, and a passion for delivering exceptional customer experiences.

😺 Our Personality

Think fintech, but make it fun.

We're playful but professional. Smart but never snooty. We care deeply about our customers, our culture, and the quality of everything we do. We believe great technology paired with genuinely brilliant people can turn even the most frustrating problem into a positive experience.

🌙 Why Join Our Night Team?

While the rest of the world is winding down, our customers are still building businesses.

Whether they're sending invoices after putting the kids to bed, running an online shop overseas, or dealing with an urgent payment before tomorrow morning, our Night Customer Experience Specialists are there when they need us most.

You'll become part of a close-knit team that keeps ANNA running 24/7, solving problems, supporting customers and making sure they never feel like they're facing business admin alone.

If you enjoy working independently, love solving problems, and prefer quieter shifts where you can really focus, this could be the perfect role for you.

🌙 The Role

We're looking for a Night Customer Experience Specialist (internally known as a Customer Success Manager) to support our UK customers outside of standard business hours.

This isn't a "pass-it-on" support role.

You'll be trusted to investigate and resolve customer issues from start to finish, often independently and sometimes as the primary decision-maker during your shift. Rather than simply triaging queries, you'll take ownership of complex customer problems, using your judgement, curiosity and problem-solving skills to deliver the best possible outcome.

You'll become a true ANNA expert, confidently supporting customers across everything from onboarding and payments to business admin tools, retention and complaints. Along the way, you'll spot opportunities to improve how we work, identify recurring customer pain points, and help shape an even better support experience.

If you enjoy solving problems, taking ownership, and making a genuine difference for customers, you'll thrive here.

🗝️ What You'll Do

Every day is different, but you'll spend your time:

• Supporting customers via live chat, email and phone, providing prompt, friendly and human support.

• Taking ownership of customer cases from first contact through to resolution, aiming to solve issues without unnecessary handovers.

• Handling complex, high-context customer situations with confidence, empathy and sound judgement.

• Delivering consistently high-quality customer experiences while maintaining strong case ownership and customer satisfaction.

• Confidently handling inbound customer phone calls whenever they're needed.

• Investigating and resolving payment-related issues using our internal systems and tools.

• Supporting new customers through onboarding and carrying out basic risk assessments.

• Helping retain customers by understanding their needs and finding the right solutions rather than defaulting to escalation.

• Becoming an expert in ANNA's Business Admin products, helping customers with invoicing, VAT, payroll, expenses, tax and other admin tools.

• Investigating root causes, resolving issues directly with customers and turning challenging experiences into positive ones.

• Escalating cases only when genuinely necessary while remaining accountable for the customer's overall experience.

• Working closely with teams across the business to improve processes and customer outcomes.

• Spotting recurring trends, identifying opportunities for improvement and helping test new ways of working.

• Sharing customer insights that help shape our products, services and support experience.

• Building genuine relationships with customers by understanding their businesses, goals and challenges.

💜 Who We're Looking For

This role would suit someone who:

• Loves solving problems and genuinely enjoys helping people.

• Is comfortable making decisions independently and taking ownership.

• Can confidently switch between different products, systems and types of customer conversations.

• Stays calm under pressure and enjoys investigating more complex issues.

• Takes pride in delivering an exceptional customer experience, even during difficult conversations.

• Has excellent written communication skills and can explain complex information simply.

• Is naturally curious and always looking for better ways of doing things.

• Enjoys collaborating with others while being equally comfortable working autonomously.

• Wants to make a meaningful contribution to both our customers and the wider business.

🌙 Working Pattern

Our customers need us around the clock, so this role is dedicated to providing exceptional overnight support.

Shift Pattern

• 🕔 5:00 PM – 2:00 AM

• 📅 Four days on, four days off

• This means you'll enjoy long stretches of time off throughout the year.

Holiday

• 28 days annual leave plus your birthday off.

• Due to the shift pattern, annual leave is capped at four shifts per calendar month, which can create up to 12 consecutive days off when combined with your scheduled rest days.

💰 Salary & Benefits

• Starting salary of £25,000

• £550 monthly Night Shift Allowance (worth £6,600 per year)

• Annual salary review opportunities

• £1,000 annual Continuous Learning budget

• £1,000 annual 'Take A Break' wellbeing budget

• Private Bupa healthcare

• Growth Share programme

• Perkbox wellbeing platform, including fitness, rewards and mental health support

• Cycle to Work and Nursery Care salary sacrifice schemes

• Regular virtual and in-person social events

• Half days on Bank Holidays with full day's pay

• 28 days annual leave, increasing with length of service

• Your birthday off every year

🚀 Life at ANNA

At ANNA, we believe the best ideas can come from anyone.

We work in a self-organising, flat structure where everyone has a voice and ownership over their work. We trust our people to make decisions, solve problems creatively, and continuously improve how we work.

We're looking for someone who is naturally curious, self-motivated and excited by the opportunity to make a genuine impact on our customers' businesses—even after the sun goes down.

If you think you'd thrive in a fast-moving fintech with plenty of personality, we'd love to hear from you.

💬 A quick note on applications
We’re expecting a high level of interest in this role, so while we may not be able to respond to every individual question, we’ll keep candidates updated throughout the process and aim to get back to everyone — good or bad.

🔒Staying safe when applying to ANNA
We’ll never ask you for money, bank details, or sensitive personal information during the hiring process.
All communication will come from an official @anna.money email address.
If something doesn’t feel right, it probably isn’t — feel free to check with us directly.

🌍 Equal opportunity
ANNA is an equal opportunity employer.
We hire based on ability, potential, and what you can bring to the team — nothing else.
If you need adjustments during the process, just let us know. We’ll work with you.