Head of Customer Support
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.
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 homebuyers and by our close relationships with brokers, lenders, and insurers.
After a record-breaking 2023 with a 400% year-on-year increase in mortgage volume, we have continued our momentum by doubling our market share in 2024. To sustain this growth and ensure top-tier customer experiences, we’re seeking a Head of Customer Support to lead our Core Customer Success function and drive the successful adoption of our product.
The Role
As Head of Customer Support, you will take ownership of Acre’s Core Success team that encompasses training, support and content. You will lead and grow the team, ensuring they deliver exceptional service and contribute to our customers' satisfaction, ensuring a successful and longstanding adoption of our platform.
This role is perfect for a seasoned Customer Success leader who thrives in a dynamic, fast-paced environment and has a passion for people management and customer excellence.
Key Responsibilities:
- Lead, manage and scale the Customer Success team providing guidance, mentorship, and professional development to ensure high performance and continuous growth.
- Develop and implement strategies in partnership with the Onboarding and Activation team to ensure a successful adoption of Acre, aligning the team’s efforts with overall client goals.
- Oversee the delivery of best-in-class day-to-day customer support, ensuring an extremely high level of customer satisfaction.
- Drive customer education and continuous enablement to maximise customer success and minimise reactive customer support.
- Consistently improve and optimise customer interaction processes and output through the use of automation, continual refinement and other productivity tools.
- Act as the bridge between customers and internal teams, working closely with Product and Engineering to advocate for customer needs and contribute to the platform's evolution.
- Build strong, consultative relationships with the relevant stakeholders in client organisations, acting as a trusted advisor and ensuring alignment with their business objectives.
- Ensure best-in-class retention, in partnership with the Account Management team, by identifying potential risks, proactively addressing challenges, and providing ongoing guidance to clients on optimising their use of Acre’s platform.
About You:
- Experience in a senior Customer Success or Client Relationship role, with a strong track record in leading Customer Success teams.
- Demonstrated experience in managing and growing Customer Success teams, driving both operational excellence and professional development.
- Strong client-facing skills with the ability to build relationships with stakeholders at all levels.
- Excellent problem-solving abilities, with a proactive approach to addressing customer challenges and risks.
- Data-driven mindset, with experience in tracking and reporting on KPIs and metrics.
- Exceptional interpersonal and communication skills, with a collaborative leadership style that motivates and inspires teams.
- A strategic thinker with the ability to balance big-picture goals with hands-on execution in a fast-paced, start-up environment.
- Passionate about innovation, technology, and reshaping the mortgage market.
What We Offer:
- Chance to make an impact within a fully funded, early-stage Fintech start-up in a unique position to make a difference to the mortgage market.
- Competitive salary.
- Private healthcare, a cash plan, pension contribution.
- Cycle to work scheme.
- Vibrant office in Shoreditch with monthly social events.
- See our careers page for more of what we offer.
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.
Apply for this role
Apply nowOur 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.
Acre simplifies home-buying
Brokers are an important part of getting the best deal on your mortgage and insurance, and they help you navigate the process of buying a home. However, they’re often limited by tools that are outdated. These tools don't use existing customer data, so you have to constantly provide the same information over and over again.
We make the process easier by:
Putting users first
We’ve designed our platform around the users it serves. By putting home buyers and brokers at the heart of its design, Acre is building the best home buying experience in the market.
Automating compliance
There’s an unchangeable ledger of all actions so things are never out of sync. The requirements, documents, and rules change to match the product being sold, so there’s never any wasted energy.
Improving cross-sales
Protection, home insurance, and conveyancing, are all included in the journey. And if a client decides later on they want to buy one of these through their broker, they won’t need to start the advice process over again in a new tool.
What’s it like to work at Acre?
Want to know what the day-to-day is like? Hear it straight from the team.
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.
Other Positions
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