Meet our Customer Success Team
At Acre, our Customer Success team plays a vital role in ensuring a great product experience. They’re not just here to answer questions, they’re here to ensure our customers get the most out of Acre and provide a best in class service by delivering weekly webinars, recording training videos, keeping the knowledge base up to date and being the voice for our customers across the business.
We caught up with the team to learn more about their roles and their time at Acre.
Meet the Customer Success Team
Alex – Head of Customer Experience
Ollie – Customer Success Team Lead
Adeena – Customer Success Associate
Fiona - Customer Success Associate
Kaitlyn – Customer Success Associate
Izzy – Customer Success Associate
Fraser – Customer Success Associate
What attracted you to Acre, and your Customer Success role?
Alex
I gravitate towards companies that are young, hungry, fast growing, and trying to change how something archaic is done. Acre, and their mission to improve the homebuying journey, was an obvious fit for my values.
I’ve led Customer Support teams in D2C Fintech products and was really excited to apply everything I’ve learned to a B2B software as a service company and drive towards a best in class customer experience for the brokers that use Acre.
Ollie
I’ve spent my career to date supporting startups across FinTech, SaaS Logistics and even a world-first surf lake, so it’s safe to say I thrive in companies that are innovating, and supporting customers has come very naturally to me in those spaces. I also believe great customer experience comes from having a great product and Acre’s Customer Success role, appealed as a way to work closely with the product and solve customer problems.
Fiona
I was really keen on the working for a start-up like Acre because of the growth opportunities and ability to develop both professionally and personally in a smaller and fast-paced environment.
Izzy
I really liked the idea of working at a start-up/scale-up company where you feel the work you do has a direct impact on the product and business. Acre’s recruitment process was also extremely welcoming and personal, and I never had to wait more than a day to hear back after each round which I was very impressed by. I was attracted to the Customer Success role due to its client-facing nature and the ability to problem solve and improve client experience on a daily basis.
Fraser
With previous experience in tech and customer support, Acre felt like an interesting opportunity to apply and develop my skills. I’m interested in property and was keen to get to grips with the mortgage process.
What do you enjoy most about working at Acre?
Ollie
In a relatively short time, I’ve risen from CSA to Senior, and now Customer Success Team Lead. I’m a driven person and Acre giving me the autonomy and creativity to tackle problems has seen us deliver some great work, as well as allowing me to be in the drivers seat for my own progression. It’s a meritocratic environment that rewards hard work and creativity and that’s been hugely rewarding.
Fiona
I enjoy being part of a team that is close and always available to jump in and help out!
Izzy
My favourite part of working at Acre has got to be our lovely Shoreditch office. The team are all extremely friendly and there is always a well-stocked kitchen with snacks too!
Fraser
I enjoy the camaraderie and support amongst the team, and the encouragement to learn and try new things.
What does a typical day in the Customer Success team look like for you?
Fiona
A typical day looks like responding to queries via email and phone, preparing for and running training webinars and working with other teams across the business
Izzy
A typical day in the office involves a short catch-up with fellow Acre team members before the working day starts! I’ll then be solving customer queries via email or phone, and liaising with the technical and product teams where needed to help improve customer experience of the software! For lunch, I’ll often pop out to the nearby food markets in Shoreditch before continuing with work for the rest of the afternoon.
Fraser
From supporting clients, resolving technical issues, providing advice on how to get the most out of Acre, to developing our training materials and collating customer feedback there’s no shortage of things to be getting on with!
What surprised you the most about your role?
Ollie
I’ve learned so much about mortgages, even though it wasn’t a specific requirement of the role before applying, and I love that it has a real world application that might help me in a future home buying process.
Fiona
The thing that surprised me most about my role was how much technical knowledge I’d end up picking up just by sitting in calls with other teams!
Izzy
The biggest surprise I’ve found in the role is the excellence of the Customer Success team here at Acre. Everyone is very supportive and coordinates extremely well together in order to provide the best experience for our customers
Fraser
What surprised me most was how much there was to learn about the mortgage process! I have gained so much knowledge and insight during my time here.
What’s the most rewarding part of the role?
Alex
For me, the most rewarding thing is seeing how people grow in their roles and as people. I’m very privileged to have so many amazing people in the Customer Success team and I love watching them progress! This includes progression into other areas of the business where an understanding of what our customers need is important.
Fiona
The most rewarding part of the role is being able to contribute across the company in multiple ways.
Izzy
The most rewarding part of the role is being able to help our customers on a daily basis and seeing the impact of my work so directly. It’s a really great feeling to see our customers feeling satisfied and also confident using Acre!
Fraser
The most rewarding part of my role is being able to help. Whether that’s helping a client navigate a stressful issue, providing guidance on how to get the most out of Acre, or offering support to my team, I always feel like I’m making a difference in some way.
How does the team support each other?
Ollie
Collaboration is key! We’re a talkative bunch but this means always keeping each other in the loop with the latest features, support themes and collaborating on projects. We also strongly encourage cohesion between the customer success team, and product & Engineering, which has helped us massively reduce our escalation backlog. This also helps pass great technical knowledge into an ordinarily non-technical team.
Fiona
The team is constantly supporting each other, whether through dedicated meetings to closing knowledge gaps or by randomly dropping everything to help go over something that I may not be super comfortable with.
Izzy
The team are extremely supportive. They are always on hand to answer any questions I might have, especially being a new starter! We have regular team catchups too which gives everyone the opportunity to ask any questions or voice any ideas they may have! We also often have team shoutouts as part of our meetings, whereby people are recognised for any excellent work they have done which created a really positive atmosphere.
Fraser
The team is incredibly supportive. With such a complex system there is always something new to learn, and everyone is always happy to answer questions and talk you through problems to develop our understanding.
What skills have you developed the most in your role?
Ollie
Stepping into the role of Customer Success Team Lead was a steep learning curve, but I love a challenge! I was surprised at how much this developed my soft skills, and made me think about the person and leader I want to be, as well as leaning into what makes a great operator day to day.
Fiona
I have developed my communication skills the most.
Izzy
I think the biggest development has been in my communication skills. These are so important when explaining to customers how to resolve an issue and also when liasing with the technical and product teams to make processes much smoother.
Fraser
I’ve learned a lot about mortgages! Being able to develop my existing customer service skills in a new environment has been so rewarding - getting to grips with the mortgage process has helped me understand what our clients want out of Acre, and how best to assist them.
What’s something you’ve accomplished in your role that you’re especially proud of?
Fiona
I’ve learnt a lot about technology that I previously never thought I’d be able to wrap my head around. I feel a lot more comfortable making my way around tricky tech concepts
Izzy
I’ve just joined Acre over a month ago so I would say picking up the different aspects of the Acre system which can be complex!
Fraser
Recording my first training video! This wasn’t something I had done before and was quite daunting, but I’m pleased with how it went.
What advice would you give to someone looking to apply for a Customer Success role at Acre?
Alex
Do it! You’d get to be part of, in my opinion, the best team at Acre and have the chance to learn so much. Be yourself throughout the recruitment process, and be prepared to work hard and learn if you get the role.
Ollie
Acre is an incredibly rewarding place to work, in terms of opportunity and in the day to day perks and experience you’ll gain through being a valued member of the Acre team. Mortgage and technical knowledge is teachable, and those who really thrive at Acre are those who are coachable, have a strong work ethic, and push themselves to do better
Fiona
Make sure you’re comfortable with learning new things every day and getting stuck in!
Izzy
If you like feeling like you have an impact and your work is recognised, then definitely apply! It is a very rewarding role and you will be supported extremely well by the team as you get up to speed with Acre. Make sure you demonstrate your excellent communication skills in the interviews and your ability to pick things up quickly too!
Fraser
Go for it! It’s a rewarding role with a great team and a great opportunity to challenge yourself and develop new skills.
If you're interested in a role in a role at Acre, check out our careers page.