Customer Experience Associate

About Adsum

Adsum is a UK-based fintech providing accountants and businesses with software and payment products that streamline tax processes. Our two flagship products – OpenTax and InstantVAT – are transforming how tax is managed, filed, and refunded.

OpenTax centralises real-time client tax data across VAT, PAYE, COTAX and ITSA, giving accountants total visibility into compliance. InstantVAT gives businesses access to VAT repayments in days, not weeks.

As we scale, we’re investing in people who can deliver excellent customer experiences in a tech-first, AI-enabled environment.

The Role

We’re hiring a Customer Experience Associate to help us support, engage, and retain customers more effectively. You’ll work across the full customer journey – from onboarding and activation to support and renewals – ensuring users get fast, consistent, and helpful experiences.

You’ll be hands-on with tools, data, and workflows that help us move quickly and deliver high-quality service. You don’t need to build automations, but you should be comfortable operating in a digital-first, AI-enhanced environment.

This role is ideal for someone who cares deeply about service – and is excited to work at the intersection of CX, operations, and tech.

What You’ll Do

• Guide new customers through onboarding and early usage of OpenTax or InstantVAT
• Handle support queries with clarity, empathy, and speed – across email, live chat, and calls
• Use tooling and workflows (including AI assistants) to triage, prioritise, and resolve issues faster
• Spot friction in the customer journey and suggest improvements
• Maintain accurate documentation, processes, and knowledge-sharing resources

Requirements

What We’re Looking For

• Early-career professional or graduate with strong communication skills and a customer-first mindset
• Comfortable learning new tools and processes – and adapting quickly as things evolve
• Digitally fluent – confident working across multiple platforms, chats, and CRM systems
• Calm under pressure and great at solving problems quickly and clearly
• Bonus: experience in SaaS, fintech, accounting, or B2B support

Benefits

Why Join Adsum?

• Join a fast-moving fintech where customer impact is visible and valued
• Work directly with founders, product leaders, and engineers to improve the user experience
• Use AI-powered tools to do more meaningful work, faster
• Develop cross-functional skills that open up multiple career paths
• Hybrid role from our London HQ (minimum 3 days/week)
• Competitive salary with clear development and progression opportunities