Rapidum.uk

About Project:

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Our product is a phone screen and our audience watches vertical video. Nearly everything we say to the market — organic posts, ads, store screenshots, onboarding — needs someone to actually make it. That's this role.

What you'll do

- Produce the volume. Script, shoot, edit and deliver 15–25 finished pieces a month: short vertical video, talking-head explainers, screen-recorded app walkthroughs, UGC-style pieces, statics, carousels and thumbnails.
- Be on camera, or find who is. Present pieces yourself where it suits, and otherwise direct and film users, tradespeople, freelancers and [our accountant]. Being comfortable in front of a lens is a real advantage here, though we care more about whether the finished piece holds attention.
- Own the edit. Cut, caption, grade and sound-mix to a publishable standard (CapCut / Premiere / DaVinci, plus basic motion graphics). Burned-in subtitles as standard — most of our audience watches on mute.
- Make ad creative that gets tested. Produce hook and format variants for paid campaigns, 3–5 per concept, so Performance / Head of Marketing has something real to test rather than one precious asset. Iterate on what the data says, not on what you liked making.
- Show the product honestly. App demos and screenshots must match the current live release — no mocked-up screens, no numbers we can't stand behind, and any on-screen tax figure or claim signed off by our accountant before delivery.
- Get more from every shoot. Plan so that one filming session produces a month of assets across formats and channels. Maintain the asset library so nothing gets shot twice.
- Hit the calendar. 31 January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines are our peaks. January's content is filmed and edited in [November].
- Keep the brand consistent. Work to the tone-of-voice and visual guidelines, and flag when they're getting in the way of something that would actually perform.
- Look after the kit. Camera, audio, lighting and licences — your responsibility to keep working and organised.

What we're looking for

- 2+ years producing short-form video for a brand, agency, creator or as a creator yourself. Showreel or channel links required — we'll judge the work, not the CV.
- You handle the full pipeline alone: idea, script, shoot, edit, caption, deliver. No handoffs available here.
- Genuine feel for what makes someone stop scrolling in the first three seconds, and the ability to explain why your hook works.
- Fluent in CapCut and one professional NLE, comfortable with vertical-first framing, subtitles, sound and light motion graphics.
- Native-standard spoken and written English, with a natural, unpolished delivery — corporate presenting voice is the wrong fit for this audience.
- Organised enough to hit a monthly delivery target without being chased.
 

Nice to have

- On-camera experience, or your own social channel of any size.
- Experience making performance ad creative and reading the results.
- Photography and design skills (Figma / Canva) for statics and store screenshots.
- Screen-recording and app demo experience.
- Finance, tax or business content experience — or you've been self-employed and filed your own return.
- Basic animation (After Effects).

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

About Project

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Acquiring a user isn't the hard part. The hard part is that someone downloads the app in a panic, connects a bank account, logs three expenses and then goes quiet — and by the time their deadline arrives they've forgotten we exist. Meanwhile a user who actually gets through one tax year with us tends to stay for years. Closing that gap is worth more than any acquisition channel we could buy.

The job in one line

You own activation, retention and churn: getting users to the moment the app becomes useful, and keeping them past their first tax year.

What you'll do

- Own activation. Define what an activated user actually is (bank connected, first expenses categorised, first tax estimate seen within 7 days) and drive that rate up through onboarding flows, prompts, emails and direct outreach. 
- Own retention and churn. Monthly and cohort churn, 30/90-day retention, free-to-paid conversion, upgrade to annual plans, and recovery of failed payments. Know your numbers by cohort and by acquisition channel, and report them weekly.
- Work at scale, not one to one. With a subscription at this price point, success has to be delivered one-to-many: lifecycle campaigns, in-app messaging, segmented nudges, webinars and self-serve guides. Reserve direct human contact for the segments where it pays — [annual subscribers, VAT-registered users, higher tiers, and users at risk of churning close to a deadline].
- Run the deadline windows deliberately. 31 January, the 5 April year end and quarterly VAT/MTD dates are where retention is won or lost. Users who successfully get through a deadline with us stay; those who fail at it leave permanently. Plan proactive outreach, readiness checks and reminders for those weeks, and prevent the post-January drop-off rather than reporting it afterwards.
- Find out why people leave. Run exit surveys, cancellation flows and win-back campaigns. Bring the reasons back with volumes attached — not anecdotes — and push for the product and pricing changes that would fix them.
- Turn happy users into growth. Reviews, referrals, testimonials and case studies: build the systematic ask into the right moments in the lifecycle, and hand the material to Marketing.
- Talk to users regularly. 5–10 conversations a month minimum. You should be the person in the company who can say what our users actually think, with evidence.
- Own the health signals. Build the simple dashboard that flags at-risk users (dropped bank connection, no activity for 30 days, incomplete records before a deadline) and act on it.
- Hold the advice boundary. You help people use the app and understand what it's showing them. You don't give tax advice — that escalates to [our accountant / partner practice] via the agreed path.

What we're looking for

- 3+ years in customer success, retention, lifecycle or growth for a consumer subscription product or app — with responsibility for retention or churn numbers, not just relationships.
- Comfortable with data: cohort analysis, funnels, and enough tooling (Amplitude / Mixpanel / GA4, SQL a plus) to answer your own questions without waiting for an analyst.
- Hands-on with lifecycle and in-app messaging tools (Braze / Customer.io / Intercom / Klaviyo) — you've built and measured sequences yourself.
- Genuine empathy for the self-employed: irregular income, tax anxiety, no time, no finance training. You can talk to them without jargon or condescension.
- Numerate and confident around money, invoices, expenses and deadlines.
- Clear written English, and willing to speak to users on the phone and on video.
 

 Nice to have

- Fintech, accounting, payroll or tax product experience, or familiarity with Self Assessment, VAT, MTD.
- Experience with subscription mechanics: dunning, pauses, downgrades, annual plan migration, win-back.
- Experience of a seasonal product where demand concentrates into a few weeks.
- You are or have been self-employed or freelance yourself.
- Qualitative research skills: interviews, surveys, synthesis.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

About Project:

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

We sell to individuals, but the fastest way to reach them isn't one at a time. The UK's self-employed are already gathered — inside accountancy practices, trade bodies, gig platforms, umbrella companies, business banks and membership organisations. One agreement with the right partner can be worth more than a quarter of paid advertising, at a fraction of the cost per user.

The job in one line

You build the partner channel: find the organisations that already have our users, agree commercial terms with them, and turn those agreements into paying subscribers.

What you'll do

- Build the pipeline. Identify, approach and qualify partners: accountancy practices and bookkeepers, trade and professional bodies, gig and freelance platforms, umbrella and payroll companies, business banking and e-money providers, insurance brokers, franchise networks and training providers. 
- Own the deal end to end. First contact, discovery, pitch, demo, commercial negotiation, close. Structure the terms that fit each partner: referral fee, revenue share, member discount, bundled offer or co-marketing.
- Make the accountant case properly. Practices are the biggest channel and the most sceptical — some will see a self-serve app as competition. Your job is the opposite argument: clients who arrive with clean, categorised records cost the practice less time and fewer chasing emails. If you can't make that case convincingly, this channel stays closed.
- Get partners live, not just signed. A signature is not a result. You own launch: co-marketing assets with Marketing, unique tracking codes and links, briefing the partner's own team, and the first 90 days of activity until the channel produces users.
- Be accountable for the right number. Partner-sourced paying subscribers, cost per acquisition through the channel versus paid, activation and retention rates of partner cohorts, and the count of partners actually producing above 30 sign-ups a month. Signed logos that deliver nothing are reported as such.
- Handle the paperwork properly. Referral and partnership agreements, data-sharing terms and DPAs, and marketing to partner member lists that complies with UK GDPR and PECR. Work with our legal adviser rather than around them.
- Keep the CRM honest. Every conversation, stage, next step and forecast in HubSpot / Pipedrive. Your forecast should be trusted, which means it can't be optimistic.
- Feed the business. Report what partners ask for that we don't have — features, reporting, white-label, integrations — with the revenue attached to each request.
- Represent us in person. Trade shows, accountancy and industry events, partner offices. This is a channel built on relationships, and it will require travel.

What we're looking for

- 3+ years in B2B sales, partnerships, channel or business development with a closing record you can talk through in detail — deals, values, cycles, what you did.
- Experience selling to or partnering with SMEs, professional services or membership organisations. Accountancy or fintech channel experience is a strong advantage.
- You've negotiated commercial terms yourself, not just passed leads to someone senior.
- Genuinely self-directed outbound: you're comfortable building a target list from nothing and making the first approach.
- Numerate — you can talk about revenue share, cost per acquisition and partner economics without hand-waving.
- Credible with both a sole practitioner accountant and a partnerships lead at a large platform.

Nice to have

- Sold into UK accountancy practices, bookkeepers or trade bodies specifically.
- SaaS or app channel/reseller experience, including revenue-share models.
- Understanding of [Self Assessment, VAT, MTD] and how practices actually work.
- Experience launching partnerships, not only signing them.
- Have been self-employed or run your own business.

Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.
 

About Project

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Every year, hundreds of thousands of self-employed people type "can I claim my phone bill" into Google and land on something written by a content farm, out of date, or aimed at accountants rather than at them. Being the clearest, most accurate answer to those questions is one of the most durable growth assets this business can build — and it compounds while paid channels don't.

The job in one line

You own our written content: what we publish, why, whether it's accurate, and whether it brings us users.

What you'll do

- Own the content strategy and calendar. Build it around real search demand and real user questions, not topics that sound good. Publish to an agreed cadence (4–8 substantial pieces a month) across blog, guides, landing pages, email.
- Win high-intent search. Research and prioritise keywords around allowable expenses, Self Assessment, VAT, deadlines, sole trader vs limited company, and the specific trades and professions we serve. Own on-page SEO, internal linking, content refreshes and technical basics in partnership with Engineering / an SEO consultant. 
- Meet the accuracy bar this subject demands. Tax content is exactly what Google treats as "your money or your life" — it needs demonstrable expertise, named authors, review credits and current dates to rank at all, and it needs to be right regardless of ranking. Every piece touching tax rules, thresholds or figures goes through [our accountant / compliance sign-off] before publishing, and gets re-checked each [April] when rates change.
- Build the deadline content machine. 31 January Self Assessment, the 5 April year end, quarterly VAT/MTD deadlines and the April Budget changes are our peaks. The January content set is written, reviewed and live by November, not drafted in January.
- Own lifecycle and in-product copy. Onboarding emails, activation and re-engagement sequences, deadline reminders, release notes, app store listing copy, plus in-app microcopy in partnership with Product. Measured on activation and retention, not on open rates alone.
- Run the writers. Brief, commission and edit freelance writers and subject-matter contributors [budget: specify], and hold a consistent editorial standard and tone of voice across everything we publish.
- Set the tone of voice. Write and maintain the style guide — plain English, no jargon, no scaring people about HMRC, no condescension about money. Everyone else in the company writes to it.
- Supply the other channels. Turn each substantial piece into raw material for social and creator briefs, and maintain the guides, checklists and templates that Support and Sales send to users.
- Report honestly. Organic sessions and rankings, content-attributed sign-ups and paid conversions, email-to-activation rates, and which pieces earn their keep. Retire or rewrite what doesn't.

 What we're looking for

- 3+ years in content marketing or editorial for a B2C or SaaS product, with responsibility for results rather than output volume.
- Excellent native-standard written English, and the ability to make a dull technical subject genuinely clear. Portfolio of published work required.
- Practical SEO competence: keyword research, search intent, on-page optimisation, content refresh strategy, and comfort in GA4 / Search Console / Ahrefs / Semrush.
- Editing experience — you can improve someone else's draft and give feedback a freelancer will accept.
- Numerate, precise, and willing to check a figure rather than assume it. You'll be corrected by an accountant regularly and won't take it personally.
 

Nice to have

- Experience writing about UK tax, accounting, payroll or personal finance — or an AAT / bookkeeping background.
- You are or have been self-employed, freelance or a sole trader.
- Lifecycle email experience in a real tool (Braze / Customer.io / Klaviyo / Intercom).
- ASO / app store listing optimisation.
- Comfortable in a CMS and with light HTML; experience with a headless setup.
- Experience building a content operation from a standing start.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

About Project

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Nobody downloads an accounting app because they saw a banner ad. They download it because someone they already listen to said "this is what I use, and here's why my January was painless this year." Recommendation is how this category grows.

The job in one line

You build and run our creator programme: find the people our users already trust, strike deals that pay for themselves, and prove it in installs and paying subscribers.

What you'll do

- Build the roster. Find, pitch and sign creators whose audience is self-employed: freelancers and creatives, side-hustle and gig-economy channels, online sellers, tradespeople, small business and personal-finance creators, and accountant/bookkeeper creators. Target: 30+ active partners in year one, weighted toward mid- and micro-tier where trust and conversion are highest.
- Own the commercials. Negotiate flat fee, affiliate/revenue-share or hybrid deals, manage the creator budget line, and defend it with numbers rather than screenshots of view counts.
- Run the tracking properly. A unique code or deep link per creator, attributed through to install, sign-up and first paid subscription (AppsFlyer / Adjust / Branch or equivalent), with monthly payout reconciliation agreed with Finance.
- Own the numbers. Cost per install, cost per paying subscriber, code activation rate, 90-day retention of creator-sourced users, and blended payback period. Weekly reporting, and the discipline to end partnerships that don't convert — including ones with impressive audiences.
- Brief, don't script. Give creators the message, the proof points and the boundaries, then let them say it in their own words. Reject anything that reads like an ad script — this audience switches off instantly.
- Keep every claim safe. Every partnership disclosed to ASA CAP Code standards. Every statement a creator makes about tax, allowable expenses, refunds or deadlines checked against our accountant / compliance sign-off before it goes live, and corrected fast if it slips through. A creator giving wrong tax advice on our behalf is our problem, not theirs — you own preventing that.
- Amplify what works. Identify the best-performing creator content and put paid budget behind it with usage rights agreed up front ([TikTok Spark Ads / Meta partnership ads]), rather than commissioning new content every time.
- Plan around the calendar. 31 January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines are when this audience is actually thinking about tax. Creator slots for January are booked in October–November, not in January.
- Feed the business. Report back the objections, language and misconceptions you see in creator comments and DMs — it's the cheapest product and messaging research available.

 What we're looking for

- 3+ years running influencer or creator campaigns with commercial accountability — you've held a budget and been measured on installs, sign-ups or revenue, not reach.
- Hands-on experience with affiliate or referral tracking and creator payouts — you've built the tracking and reconciled the payments yourself, not just handed it to an agency.
- Real negotiation experience: you know what a creator is worth, what to walk away from, and how to structure a deal that shares risk.
- You understand the UK self-employed audience well enough to judge whether a creator's followers are actually our users, or just a large number.
- Written English clear and personable enough that creators reply to your first message.
- Accurate and cautious with claims about money and tax — you check before you approve.
 

Nice to have

- Fintech, accounting, tax or personal-finance product experience.
- Existing relationships with UK freelance, business or finance creators, or with talent agencies.
- Experience with app install attribution and mobile measurement specifically.
- Paid amplification of creator content (Spark Ads, whitelisting, usage rights).
- You are or have been self-employed or freelance yourself.
- Experience scaling a referral or affiliate programme.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

Location: Remote (UK-based) 
 

About Project

It is a mobile accounting app built for people who never wanted to do accounting: sole traders, freelancers and self-employed workers who need their income, expenses and tax handled from their phone in minutes, not evenings.

Our users aren't finance professionals. When something doesn't add up, it's their own money and their own tax return on the line — so support isn't a cost centre here, it's the product. A calm, accurate answer within minutes is the difference between a user who renews and a one-star review.

The job in one line

You own the support function: every conversation a user has with us, the systems behind those conversations, and the numbers that prove it's working.

What you'll do

- Run the front line. Own in-app chat, email, app store reviews and social DMs. Target: first response under [1 working hour] in business hours, 90% of conversations resolved without escalation.
- Hit and defend the numbers. CSAT ≥ [4.5/5], contact rate per 100 active users trending down quarter on quarter, app store rating ≥ [4.5], median resolution time inside [4 hours]. Weekly reporting, no vanity metrics.
- Build the self-serve layer. Write and maintain the help centre, in-app guides and macros so that the [top 20] recurring questions stop becoming tickets at all. Deflection is the main lever once user numbers grow.
- Hold the advice boundary. You explain how the app works, what a figure means and where it came from — you do not give tax advice. You'll own the escalation path to our qualified accountant [/ partner practice] and the standard wording that keeps us on the right side of that line.
- Bridge to Engineering and Product. Reproduce and triage bugs properly (steps, device, app version, screenshots), escalate with severity that means something, chase to resolution and close the loop with the user. Bring Product a monthly digest of the top pain points with volumes attached — not anecdotes.
- Handle peak season. Late January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines produce spikes several times normal volume. You plan cover, prepare canned responses and staffing before they hit, not during.
- Protect user data. Verify identity before discussing an account, handle personal and financial data under UK GDPR, and escalate suspected data or security incidents immediately per our process.
- Rescue accounts. Spot users about to churn or asking for refunds, and turn what you can around. Report honestly on what you couldn't.
- Write the playbook. Document the process as you build it — SOPs, escalation matrix, tone-of-voice guide — so the next two support hires can be onboarded in days, not months. You'll hire and lead them within 12 months.

What we're looking for

- 3+ years in customer support for a consumer app or SaaS product, including at least 1 year owning metrics rather than just handling tickets.
- Hands-on with a support platform (Intercom, Zendesk, Crisp, Freshdesk or similar): macros, help centre, automations, reporting — you've configured it, not just typed into it.
- Numerate and comfortable around money: invoices, expenses, VAT, tax deadlines. You don't need to be an accountant, but you must not be nervous about numbers.
- Written English that is clear, warm and plain — you can explain a tax figure to someone in a van at 7am without jargon or condescension.
- Calm under pressure with upset users, and honest when we've got something wrong.
 

Nice to have

- Experience supporting a fintech, accounting, payroll or tax product.
- AAT / bookkeeping study, or practical experience with HMRC Self Assessment, MTD, VAT.
- Built a help centre or support function from scratch.
- Mobile-specific support experience: app store review management, release cycles, device-level debugging.
 

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

Location: Remote (UK-based) 
Job type: Full-time

Reports to Head of Marketing / CMO
About project: 

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Our audience isn't looking for accounting software. They're looking for an answer to "can I claim this?" at 11pm in January. That's the moment we have to be present in, and social is where it happens.

The job in one line

You own our social channels end to end — strategy, content, production, community — and you're measured on app installs and paying users, not on follower count.

What you'll do

- Own the channels. Run TikTok, Instagram, YouTube Shorts, Facebook, LinkedIn, Threads/X — the mix is yours to argue for and prove. Publish consistently to an agreed cadence, 4–6 pieces per week minimum.
- *Make the content yourself. Script, shoot, edit and caption short vertical video (CapCut / Premiere), plus static and carousel formats (Canva / Figma). This is a hands-on role: we're not big enough for a production team, and briefing an agency for every post won't work.
- Turn tax into something watchable. Plain-English explainers, "expenses you're probably missing", deadline countdowns, myth-busting, before/after of a messy year of receipts. If it sounds like an accountant wrote it, it doesn't ship.
- Own the calendar around real dates. 31 January Self Assessment, the 5 April year end, quarterly VAT/MTD deadlines and April tax-change announcements are our biggest moments of the year. Plan and produce for them weeks ahead, not in the week itself.
- Run the community. Reply to comments and DMs in our voice, and know where the line is: product and content questions are yours, account and money problems get handed to Customer Support within 1 working hour with context attached. Never resolve someone's account issue in a public comment thread.
- Get facts right, and get them checked. Anything about tax, allowable expenses, deadlines or figures goes through our accountant / compliance sign-off before publishing. Any paid, gifted or affiliate content is disclosed to ASA CAP Code standards. We don't publish savings or refund figures we can't substantiate.
- Work with creators and users. Brief and manage micro-creator collaborations [if in scope], collect and repurpose UGC and reviews with permission, and build a pipeline of real user stories.
- Report on what matters. App installs and store-page conversions attributed to social, cost per install, saves and shares, sign-up-to-paid conversion from social traffic, comment sentiment. Follower growth is context, not a target. Weekly numbers, monthly what-worked-and-what-didn't.
- Feed the rest of the business. Comments and DMs are the cheapest research we have — report recurring questions, objections and feature requests to Product and Support.

What we're looking for

- 3+ years running social channels for a consumer brand, app or SaaS product, with commercial accountability — you've been measured on conversions or installs, not reach alone.
- You personally shoot and edit short vertical video to a publishable standard. Portfolio or channel links required.
- Native-standard written English with a genuine feel for tone: plain, warm, funny where appropriate, never patronising about money.
- Comfortable with numbers and with a subject where accuracy matters — you check before you post.
- Hands-on with analytics: platform insights plus GA4 / app attribution to connect posts to installs.
- Close enough to the UK market to understand the cultural references our audience uses.

Nice to have

- Fintech, accounting, tax, payroll or personal-finance content experience.
- You are or have been self-employed, freelance or a sole trader — you'd be your own target audience.
- Paid social experience (Meta / TikTok Ads Manager).
- Creator or influencer partnership experience.
- Community management in Facebook groups, Reddit or Discord.
- Scheduling and reporting tools (Later / Buffer / Metricool).

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

Location - Remote (UK-based) 
Reports to[CTO / Head of Engineering
 

About the Project:

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Behind a simple app sits the complicated part: bank feeds that stop syncing, receipts that scan wrong, subscriptions that don't renew, a figure that's off by £40 and nobody can say why. That's your side of the house. When a user's tax number looks wrong, someone has to prove what actually happened — in the data, not in the conversation.

The job in one line

You are tier 2: everything customer support can't resolve stops with you, and everything Engineering shouldn't be interrupted by stops with you too.

What you'll do

- Own tier-2 escalations end to end. Take what front-line support can't close, investigate it properly and either fix it, work around it, or hand Engineering a ticket they can act on immediately. Target: [90%] of escalations resolved or reproduced within 1 working day.
- nvestigate in the data, not by guesswork. Read logs, trace requests, query the database (read-only SQL), check API responses and reconcile what the app displayed against what was actually recorded. Every escalation you pass on carries a clear reproduction path and evidence.
- Run bank feed and integration failures. Open Banking connections drop, banks change formats, tokens expire, third-party providers have outages. You own diagnosis, the vendor conversation, and the honest message to affected users.
- Triage mobile crashes and releases. Monitor crash and error reporting, spot regressions after a release before the reviews do, and verify fixes on real devices across iOS and Android versions.
- Own billing and store issues. Failed payments, App Store / Google Play subscription problems, duplicate charges, refunds, entitlement mismatches — resolve them and reconcile with Finance.
- Manage incidents. Be the person who declares one: assess impact, notify users and the team, keep the status page current, coordinate to resolution, then write the post-incident review with a root cause and actions that actually get done.
- Cut the ticket volume at source. Turn recurring escalations into permanent fixes: bug reports Engineering prioritises, product changes, internal diagnostic tooling, and written playbooks that let tier 1 handle the case themselves next time. Success looks like fewer escalations reaching you each quarter, not more.
- Handle deadline peaks. Late January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines turn every technical fault into an urgent one. Cover, monitoring and rollback plans get agreed before those windows, not during.
- Guard data and access. Verify identity before touching an account, work under UK GDPR with financial and personal data, keep production access to what your role requires, and escalate suspected security or data incidents immediately.

 What we're looking for

- 3+ years in technical support, application support or a tier-2/escalations role for a live software product — ideally consumer-facing.
- You can read a log, write a SQL SELECT, call an API endpoint with Postman / curl and inspect a JSON response without help.
- Practical experience with bug triage alongside an engineering team: severity, reproduction, prioritisation, verification.
- Experience with third-party integrations or API failures, and dealing directly with vendor support.
- Written English clear enough to explain a technical cause to a user in plain terms and to a developer in precise ones.
- Calm and methodical during outages — no panic, no guessing, no silence.
 

Nice to have

- Fintech, accounting, payroll or payments background — bank feeds, Open Banking, reconciliation, double entry.
- Mobile support experience: crash reporting, device fragmentation, store release cycles, RevenueCat or similar subscription tooling.
- Scripting for diagnostics or reporting (Python / SQL / Bash).
- Experience setting up monitoring, alerting or an internal admin/diagnostic tool.
- Any incident-management framework in practice, on-call rotations, blameless post-mortems).

What we offer

- £20 000 plus a bonus.
- A function you own and build, with the tooling budget and production access to do it properly.
- Remote  working with core hours 09:00–18:00 UK. On-call is limited to release windows and tax-deadline peaks, compensated at rate.
- Annual leave plus UK bank holidays, with peak-season cover agreed in advance.
- Direct line to Engineering — your bug reports go into the sprint, not into a backlog nobody reads.
- Tools and training funded, including certifications relevant to the role.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*