Customer Support Exec
Join Fortress
At Fortress, we're building a smarter way to help people stay safe, secure and protected in a connected world.
Our Customer Support team plays a vital role in delivering that vision, providing exceptional service and guiding customers through everything from everyday enquiries to claims and support requests.
If you're passionate about helping people, enjoy solving problems and thrive in a remote environment, we'd love to hear from you.
The Role
As a Customer Support Executive, you'll be the first point of contact for our customers, helping them with account enquiries, product questions, membership support and claims-related queries across multiple digital channels.
You'll work closely with internal teams and external partners to ensure customers receive timely updates, accurate information and a first-class experience throughout their journey.
What You'll Be Doing
Responding to customer enquiries via email, live chat and other digital channels
Assisting customers with account setup, registrations and product questions
Guiding customers through the claims process and explaining next steps clearly and professionally
Reviewing claim submissions for completeness and liaising with claims partners where appropriate
Providing regular updates on claim progress and helping to resolve customer concerns
Troubleshooting common issues and escalating more complex cases when required
Maintaining accurate customer records and case notes within our support systems
Contributing to our knowledge base and identifying opportunities to improve the customer experience
Working collaboratively with colleagues across Customer Support, Operations and Product teams
What We're Looking For
Excellent written and verbal English communication skills
Previous experience in customer service, claims handling or customer support
A calm, empathetic and professional approach, particularly when dealing with customers experiencing unexpected events
Strong organisational skills with the ability to manage multiple cases simultaneously
Excellent attention to detail and problem-solving abilities
Comfortable working independently in a fully remote environment
Confident using modern web-based applications and customer support platforms
Experience supporting mobile applications, SaaS products, insurance claims or membership services would be an advantage but is not essential.
Why Fortress?
We're a growing technology company with an ambitious vision and a collaborative, remote-first culture.
You'll have the opportunity to make a genuine difference to our customers, work alongside a passionate team and help shape the future of a platform designed to make everyday life safer, more secure and better supported.
Interested?
If you're someone who enjoys helping people, takes pride in delivering outstanding service and wants to be part of a growing technology business, we'd love to hear from you.
Join us and help create exceptional experiences for customers every single day.