Part-time — Monday, Tuesday, and Thursday
Flexible hours between 9:00 AM – 5:00 PM London (UK) time
Approx. 4 hours per day, 12 hours/week
Client Location / Time Zone:
United Kingdom (UK time zone)
Company / Client Overview:
MOOLA is a UK-based financial technology company specializing in POS and EPOS solutions for retail, hospitality, and service industries. The company is experiencing rapid growth following the launch of a new product, with a focus on efficient sales processes, high-quality customer service, and scaling operations through outsourcing and virtual teams.
MOOLA leverages HubSpot CRM, virtual calling infrastructure, and structured sales workflows to support merchants effectively. With plans for expansion and investment, the company values high performance, commitment, and proactive problem-solving in its team members.
Job Description:
The Customer Success Associate will be the primary point of contact for merchants, ensuring they receive prompt and effective support. This role combines customer care, issue resolution, onboarding support, and operational coordination to provide a seamless experience for clients.
The ideal candidate is proactive, highly organised, and comfortable managing merchant interactions independently while collaborating with internal teams and external partners.
Key Responsibilities:
- Act as the go-to person for merchant inquiries, issues, and day-to-day support
- Take ownership of merchant concerns from start to finish, liaising with internal teams and external providers to resolve issues
- Proactively follow up on open issues to ensure timely resolution and exceptional customer experience
- Support merchant onboarding, including assisting with applications and drafting contracts
- Coordinate terminal orders, logistics, and delivery to ensure devices are set up correctly and on time
- Identify potential issues early and implement proactive solutions to prevent merchant churn
- Maintain clear and organised records of all merchant interactions and outcomes
- Provide feedback to internal teams to improve operational processes and customer satisfaction
Requirements (Skills):
- Proven experience in customer success, account management, or client support roles
- Strong written and verbal communication skills in English
- Highly organised with attention to detail and follow-through
- Ability to manage multiple merchant interactions independently
- Comfortable liaising with internal teams, external partners, and clients
- Proactive problem-solving mindset with a customer-first approach
- Familiarity with CRM tools, preferably HubSpot, is a plus
- Experience in the POS, EPOS, or fintech sector is advantageous but not mandatory