Customer Support Lead - London, United Kingdom - FXC Intelligence

FXC Intelligence

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Due to company growth, we are seeking a support lead to help implement best practices in regards to customer support processes and workflows.

This role will work closely alongside our product and sales/account teams to help establish workflows for customer inquiries and help resolve customer queries by liaising with the appropriate analyst and teams.

Every day you will be interacting with and learning from excellent product managers, business analysts, and account managers in a friendly, collegial environment.

Responsibilities:

Own the management, escalation, and resolution of client queries.
Liaise with data analysts / product owners to respond to and resolve customer inquiries within target resolution times.
Work with product and sales teams to develop standardized customer support processes & metrics to track successful resolutions / resolution time
Ensure operations team meets target metrics in regards to initial customer responses and issue resolution times

Necessary Skills and Experience:

3+ years experience in customer service or data operations role supporting internal or external clients
Familiarity with data products including largescale datasets
Bachelor's degree

Nice to Have Skills:

Familiarity with SQL & Python
Experience with data visualization tools (e.g. Tableau)
Experience with team collaboration software (issue tracking, project management, document sharing, etc.)

Soft Skills:

Outstanding client and internallyfacing verbal and written communication, leadership, and negotiating skills
Able to communicate complex concepts to different types of audiences
Assertiveness and resilience
Selfmotivation and eagerness to learn
Strong organizational skills and attention to detail
Creative and nimble with ability to overcome obstacles to solve difficult problems
Flexible and responsive with ability to adapt to rapid change in direction or business priority

Who is FXC Group?

We are a fast growing fintech company providing financial data to an enterprise client list of household brands, which include HSBC, PayPal, World Bank, Western Union and MasterCard among others.

We are rapidly building on our already strong reputation in the finance sector, and as a result, most of our recent clients have been gained through word of mouth.

We can also boast an almost 100% repeat business rate, both of which are incredible achievements for a start-up company.

What we offer

Competitive basic salary + up to 20% annual bonus/option scheme
25 days holiday per annum
Healthcare for you and your spouse/partner/children
5% pension
Monthly socials in London
Quarterly external onetoone coaching sessions
A supportive, collaborative environment with plenty of opportunities to learn
A chance to work with a vibrant, friendly team with a relaxed but committed culture
Flexible working culture we can offer remote working if UK based, but we have an office in London (Liverpool St) for those who prefer to come to the office