Special Projects Customer Success Associate - UK

Role: Special Projects Customer Success Associate

Team: Special Projects

Location: Remote working (UK based) 

Salary: Up to £34k depending on experience, plus equity

Hours: Full-Time 37.5 hours per week 

About Vestd

Vestd is creating a world in which everyone has a fair share, 

The UK’s leading sharetech platform for equity management - shares schemes, fund raising, company secretarial and much more.

Our platform is the UK’s leading sharetech platform for equity management - shares schemes, fund raising, company secretarial and much more. At Vestd we believe in doing business the right way, that’s why we’re a proud B Corp-certified  company, meeting the highest standards of social and environmental impact.

Our biggest moonshot aim is to see one billion people share in the success that they’ve worked so hard to build.

If you’d like to learn more about Vestd, check out this short video from our founder, Ifty.

Equality, diversity and inclusion (EDI) at Vestd 

At Vestd, we prioritise equality, diversity, and inclusion, so we write about it here rather than at the end of the job advertisement. We’re committed to building a respectful, inclusive, and diverse team. Trust is one of our core values; with that comes a commitment to fairness and transparency. We want to be open about our EDI efforts.

Research shows that while men are likely to apply when they meet 60% of a job’s requirements, women and individuals from underrepresented groups often apply only when they meet every criterion. 

We understand the value of transferable skills and the unique perspectives that diversity brings. That’s why we encourage applications from candidates with unique strengths and experiences.

If you need any adjustments or support with your application, please let us know in your application or throughout the process.

The role

We seek a highly motivated generalist to join the growing Special Projects team, taking on a dynamic and evolving role within our organisation. This role is designed to optimise our acquisition and retention of customers in our Investor Products unit. 

You will be working with high growth startups, syndicate leads, and angel investors, helping them set up Special Purpose Vehicles (SPVs), and prepare for secondary share sales.

This position is ideal for someone who thrives in a fast-paced environment, enjoys working on diverse projects, and has a strong analytical and problem solving mindset. It is well aimed at someone early in their career, or looking to transition into fintech, SaaS, or CS.

It is an opportunity to take ownership of an area of the business that is developing quickly and put your mark on it. You will work closely with the Head of Special Projects, senior leadership, and both of the growing SPV and PISCES teams to build out processes and offerings that speak to both companies and investors.

A proactive mindset, combined with a willingness to learn, will help you thrive here. Vestd will provide you with full training, ongoing support, and the tools you need to succeed in a collaborative, remote-first environment.

The primary responsibilities of this role

This position offers plenty of scope for development into a diverse and dynamic role, depending on your interests and strengths. You’ll be trusted with important responsibilities early on, and you’ll have the opportunity to shape how we work as we grow.

We cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:

• Responding to customer queries in a timely manner

• Representing the interest of customers with a view to continually developing and enhancing the product
• Building customer loyalty and reducing churn
• Proactively keeping customers engaged and growing MRR via upgrades and referrals
• Developing specialist knowledge and taking ownership over specific topics like SPVs and PISCES
• Continuously iterating processes to improve the customer experience

Skills and knowledge

• Demonstrable strong interpersonal skills, and ability to influence others
• Continuous learning orientated
• Able to balance priorities and meet personal and business targets within a fluctuating and demanding environment.
• Sound IT skills

Essential elements for this role

These are the skills and qualifications we consider essential for this role: 

• Passion for working with start-ups and investors
• Obsessive attention to detail
• Can-do attitude and desire to learn
• Work collaboratively with team members from different departments (sales, product, marketing)
• Interest in making the platform more intuitive and self-serve
• An ability to handle analytic tasks using tools like Excel and Google Sheets

• Excellent written and verbal communication skills
• You must be comfortable with working in a fully remote environment

Competency summary

• Customer & stakeholder focus - You will need to understand the existing customer journey and use this to help the team critically evaluate processes, prioritising customer satisfaction and commercial goals. Understanding each customer's requirements and building strong relationships by ensuring their success will be particularly important as we look to grow this area of the business.

• Overcoming challenges - A positive, can-do attitude and an engaged, commercially minded perspective will be required. Challenges such as increased responsibility and autonomy, the need to master new subject matter, contributing to new process implementation and the team's relentless drive for improvement should excite you!
• Getting things done - You'll need to be comfortable managing your workload autonomously, alongside working with the team to deliver on team goals. Show initiative in creating and owning projects and drive tasks through to completion.
• Planning & organising - An ability to manage time diligently, plan ahead and ensure projects are completed.
• Individual contributor - Your expertise and judgement will be critical to the team's success. We'll need you to build comprehensive knowledge in your areas, own development of those areas and actively look to improve processes. In team discussions, you'll need to be comfortable articulating the opportunities and challenges within your areas to help devise optimum strategies for success.

Nice to have

These will help you stand out from the pack:

• Knowledge and/or experience of equity, SPVs, or equity raising processes
• Entrepreneurial mindset
• Interest in product development
• Startup/scaleup experience
• Knowledge of shares and share schemes
• Experience working in a remote team

Culture fit

What makes Vestd folk collaborative, adaptable, and eager to grow?

• Thrives in a startup environment, ready to tackle diverse challenges with enthusiasm
• Adaptable - open to taking on responsibilities beyond the defined role as needed
• Passionate about contributing to a culture of innovation, collaboration, and continuous improvement
• Embraces technology to improve processes and drive efficiency

What you can expect

Our culture is our backbone (BreatheHR named us one of the ‘Top 3 Companies in the UK for Company Culture’), and we take team happiness seriously.

Vestd strives to be as principled as possible. We’re all about Goal 8 of the United Nations ‘Sustainable Development Goals. This goal is about ‘Decent work and economic growth,’ and we consider it both with our external activities and internal workings.

We’ll do everything we can to help you grow in your role. In return, you’ll want to learn all about our industry and do all you can to help us continue leading it.

Vestd is 100% remote, so in return for your commitment, diligence, and productivity, you’ll have a lot of autonomy during your working day. Some roles demand office hours (to fit our customers’ schedules), but we are committed to offering flexibility where possible.

Happy employees make for happy customers, as demonstrated in our five-star reviews. Vestd’s excellence has also been recognised by The Europas, The Fintech Awards London, The Hustle Awards, TechRound, and BusinessCloud’s Fintech50. See more about our awards here.

This could be the perfect opportunity if you’re an autonomous, self-driven individual passionate about contributing to a meaningful mission and value being part of a supportive, close-knit team.

Why work at Vestd?

Vestd is a great place to work. Don’t just take our word for it - take a look at the award-winning suite of benefits that you can look forward to as one of our folk:

• This job is fully remote, although attendance is required twice yearly at our in-person get-togethers
• A flexible environment to help you achieve the best work/life balance
• Equity, of course! (After the qualifying period)
• Monthly recognition scheme, where we celebrate our folk
• Support with home working equipment
• A personal training and development budget to keep your career and professional growth on track
• Private medical insurance with Aviva (after the qualifying period)
• Team retreats are held twice a year. They can include an overnight stay and focus on fun and team cohesion
• Great team ethos, connect through regular team and company socials.
• 25 days annual leave plus one extra day per year of service (up to five days)
• Employer contribution pension scheme (after the qualifying period)

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person.

Our application process

We are accepting rolling applications for this role with no fixed end date - if you are interested in joining the Vestd folk, please apply when you can. We will respond to every applicant, but we may only screen some candidates depending on the number of applications received.

Our recruitment pipeline has a few stages, giving you plenty of opportunities to learn about Vestd as we take the time to find someone who is the best fit for the role. We aim to complete the selection process as efficiently as possible, and we are committed to making our candidate experience as inclusive as we can, so please get in touch with us if you require any information or support during the application process or need to ask for any adjustments. 

A typical selection process might be:

• Apply online
• 20-minute screening call
• 45-minute interview with the hiring manager and team member
• Task-based assignment
• 45-minute team cultural interview
• 30-minute interview with the CEO

We are excited to receive your application.

When a role is filled, we will let all the applicants know to let them know.

This job is remote within the UK. You must be primarily UK-based and eligible to work in the country.