Support Specialist Finance - Remote Eligible

Customer Support Associate

Our mission is to help dental and veterinary clinics make recurring payments as simple as paying by card. We want to make memberships (Plans) and patient finance seamless by 'combining' workflows with cards and tapping existing patient data.

There are two exciting trends affecting the primary care sector right now.

1. We believe all businesses are becoming internet businesses. Many clinics now actively 'push' online bookings and explore the benefits to handle phone calls with AI agents 24/7.
2. We believe all revenue is moving towards monthly payments. People pay for more and more 'stuff' with a subscription, from cars to music. Dentists and vets are well positioned to benefit due to the strong, recurring relationships with patients.

Today, we support over 5,000 dental practices across the UK. 100 more join our platform every month. Tabeo is the dominant market leader for patient finance and seeks to be the same for plans in 3 years. This exciting new, agentic AI solution will complement our existing payment products.

Tabeo is profitable. We seek to grow revenue by 50-60% per year and top £30 million per year in 2028.

We believe in a remote first approach to work and equip teams with perks and tools so they can thrive. However, we all come together 2x per year for our amazing 'Team Weeks'. We previously met in Dubai, Lisbon, London and Athens. Next is a surprise!

About the role:

As we are expanding rapidly and internationally, our ambition is to continue offering real-time support to all our customers. To help us in this ambitious mission, we are looking at reinforcing the team by bringing on-board a caring, passionate and ambitious Customer Support Associate to join our Finance & Cards pod.

This role ensures timely ticket resolution, excellent customer communication, and accurate processing of refunds and finance queries. It also requires strong technical troubleshooting, ownership of core processes, and effective escalation of complex issues or recurring product bugs.

Responsibilities:

Ticket Handling & SLAs:

• Handle simple loan-related queries (e.g., loan status, repayment schedules, payment dates).
• Triage refund requests accurately and escalate unclear or atypical cases.
• Meet SLA expectations consistently for low-complexity finance tickets.

Customer Satisfaction & Communication:

• Reassure patients about refund timelines, progress, and next steps.
• Communicate with empathy in decline scenarios or when delivering difficult updates.
• Escalate sensitive or regulatory complaints immediately.
• Write clear and concise responses for straightforward finance queries.

Product Knowledge & Tools:

• Understand the difference between Prime and Near-Prime financing flows.
• Demonstrate basic knowledge of key finance terms (APR, repayment schedules, soft vs. hard searches).
• Navigate internal tools confidently and follow documented processes with minimal support.

Process Ownership & Escalation:

• Track refund requests end-to-end and keep ticket notes clear and up to date.
• Recognise when cases require FCA or compliance review and escalate promptly.
• Document all refund actions accurately to support reconciliation.
• Flag discrepancies when processes deviate from the documented flow.