Customer Success Manager - Uruguay based

Description

Retirement savings shouldn't be confusing. Founded in 2014 in London, PensionBee set out to change that , and we're now doing it on both sides of the Atlantic.

We're building a global leader in consumer retirement, helping customers in the UK and US bring their scattered savings into one simple online account they can manage from the palm of their hand. In the UK, that means consolidating pensions. In the US, it means helping people roll their 401(k)s into a new IRA, tackling the world's largest retirement market with the same straightforward approach that's already earned us an "Excellent" Trustpilot rating from thousands of customers.

Every PensionBee customer gets a personal account manager (a "BeeKeeper") in their corner, and their money is invested by some of the world's largest managers - including our US partner, State Street Global Advisors.

We're a public company that holds itself to a high bar, because our customers deserve peace of mind. Our team spans London, New York and Uruguay, with one shared focus: the customer.

PensionBee is listed on the London Stock Exchange (LON: PBEE) and has been named among the FT1000 Europe's 'Fastest Growing Companies'.

We're growing in Uruguay and we're looking for a Customer Success Manager (BeeKeeper) to join our Montevideo team.

About the role

Working as part of a thriving customer success team, you will interact daily with customers via live chat and email, helping to ensure that their transfers run smoothly and that their account and pension administration needs are looked after. In the Uruguay team, BeeKeepers support customers via live chat and email as part of a shared team queue. The Uruguay BeeKeeper team does not take inbound customer calls.

This role is a great opportunity to grow your career as part of our small yet sustainably growing Uruguay team, in a company with a strong social mission and a healthy work-life balance.

Key responsibilities

• Looking after our customers across live chat and email, ensuring they feel supported and responding within SLA (one working day for emails and administrative tasks)

• Completing administrative duties related to customer accounts and pensions

• Explaining complicated pension information clearly and concisely to customers via chat and email

• Walking customers through our product and supporting them when completing actions on their online account (BeeHive)

• Liaising with other pension providers via provider portals to make sure transfers run smoothly

• Supporting customers going through sensitive life events such as divorce, ill-health, or the loss of a loved one, via chat and email

• Working alongside your team (Hive) to fulfil your part of rota'd tasks within a shared customer queue, collaborating to support teammates when needed

• Attending training sessions specific to the role and completing classroom quizzes afterwards

What you'll work on in your first few months

The first two months will focus especially on training: you'll follow a structured onboarding agenda with robust training sessions alongside the UK team, covering the product, pension fundamentals, our systems, and how we support customers through sensitive situations. This gives you a solid foundation before taking on full ownership within the shared customer queue.

Working Model

• Contract Type: Contractor / Service Provider

• Location: On-site, Montevideo, Uruguay

• One WFH day per week available after training is passed

What We Offer

Hiring is a two-way process, and we want you to have as much information about us as we ask of you. Here's a bit about what joining PensionBee Uruguay looks like right now:

• A team that's growing fast: PensionBee has had a presence in Uruguay for a year and a half. We started with around 4 people in engineering, and we're now hiring to reach around 20 people by the end of the year - across software engineering and customer success (which kicked off this year).

• A connected team: based in Montevideo and collaborating closely with colleagues in London and New York.

• Our office: our Uruguay team is based in Sinergia Faro.

• Compensation: salary plus a monthly stipend of $250 for team members based in Uruguay, to cover health and general wellbeing costs.

• Time off: 33 days (including 8 Uruguay holidays).

Requirements

• At least 3 years of previous experience in customer success or customer support roles

• Clear written and spoken English

• Strong written communication for chat and email-based customer support

• Exceptional attention to detail

• Strong work ethic and a team-orientated spirit

• Good problem-solving skills

• A confident, personable attitude

• Prior knowledge of the pension market is advantageous, but not required , full training will be given

Hiring Process

Stage 1: Resume screening

Stage 2: People interview (Uruguay-based team)

Stage 3: Interview with a member of the Customer Success Leadership team (UK Based)

Stage 4: Group session - a presentation on PensionBee, a UK Pension 101 overview, and a practical case study, with space for questions about the company and the role

Stage 5: Final decision

Shortlisted candidates will have final decisions made, and unsuccessful candidates will receive feedback.

Diversity & Inclusion at PensionBee

We welcome all candidates and are proud to have been awarded Employer of the Year at the Financial Adviser Diversity in Finance Awards 2022 and Trailblazing Company of the Year 2024.

We know the need to meet every criteria can sometimes get in the way of meeting brilliant candidates. We believe the right drive is often more important than degrees, so if you have an interest in the role, relevant past experience and are passionate about what we do, get in touch as we'd love to hear from you.

At PensionBee we're committed to provide equal rights, opportunities and treatment for all. We believe all companies have a duty to provide a supportive working environment for their employees and should be transparent.

Here you can find our Gender Equality policy and Diversity and Inclusion policy which provide more information on our approach, including our commitments to flexible working requests and reasonable adjustments from day one.

We want everyone to be able to access the same opportunity, and some people might need extra support to have this access.

If there’s an adjustment we can make that would help you perform to the best of your ability during the application process, like using a computer during a task instead of writing by hand,or booking in time for a longer interview, please reach out to us.

Curious to Learn More?

If this opportunity sparked your interest, we would genuinely love to hear a bit more about you.

You can complete the short application form here.

It only takes a few minutes and helps us understand your background, English proficiency, and general fit for this initial stage.

We will be reviewing responses progressively and reaching out to selected candidates for the next steps.

And if you’re unsure but curious, that's perfectly welcome too.