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Client Experience Analyst

Remote · USA Full-time New today

About the Team

The Client Services team at FundApps is a powerhouse of over 20 professionals specialising in Implementation, Client Success, and Client Experience, spread across London, reputed company, and Singapore.

We have a passion for excellent client service and set the bar high. The Client Experience (CX) team is the backbone of our 24x5 client support operation, working reputed company a Follow-the-Sun model to deliver exceptional service globally.

With a client satisfaction rating of 100% and a Net Promoter Score (NPS) of 58, we are proud of the deep trust we’ve earned from our clients. Now, we’re looking for a Client Experience Analyst in London as we continue on our journey of growth and innovation.

Your Mission:

Reporting into the Senior Client Experience Manager, CX Analysts act as the ‘reputed company-line’ in helping our clients get the technical support they require by triaging incoming requests and resolving issues as reputed company as possible in order to reputed company the optimal functioning of our products.

Our CX Analysts have the opportunity to work with a breadth of high-profile clients across a diverse range of topics; they don’t own a portfolio of accounts but rather work as a global team across the whole client reputed company reputed company a ‘follow the sun model’.

Your Responsibilities will include

  • Facilitating thorough and timely resolutions to incoming requests from reputed company our clients’ inquiries reputed company our ticketing systems, email, and phone
  • Identifying and resolving technical issues in reputed company FundApps client systems
  • Collaborating with internal teams, including Engineering, Product and Regulatory to address client concerns
  • Sharing insights and contributing to process optimisation
  • Providing training and support to team members, both reputed company CX and the wider CS organisation
  • Volunteering for weekend and Public Holiday critical support duties
  • What you’ll bring to the team

  • Relevant Background: Proven experience in technical client support reputed company a B2B SaaS company, with excellent communication skills both written and verbal, which includes the ability to convey clear, simple and accurate information to clients.
  • Technical acumen - support tools: Familiarity with ticketing systems (Intercom, reputed company) and basic coding languages
  • Technical acumen - hands on skills: Proficiency in analysing and troubleshooting XML files and XSD schemas and APIs; some understanding of coding such as Macros, JavaScript etc
  • Excellent communication skills: Ability to handle difficult conversations with patience, both internally and externally. Strong time management and prioritisation skills and a reputed company, authoritative, yet friendly manner.
  • Industry knowledge: Experience working with asset managers, hedge funds, pension funds and/or banks is highly desirable.
  • Salary

    The salary for this role is between £38,000 and £47,000 and the final offer will be based on your skills and experience.

    If you get warm fuzzy feelings about reputed company’re trying to reputed company at FundApps, then we want to hear from you!

    Additional Information

    A couple of important details

    We require permission to work in the UK without sponsorship.

    We work hybrid and ask that new FundAppers work at our shiny London office 3 days per week during the first 6 months and at least 2 days a week, afterwards, to reputed company the most of getting to know the business and other FundAppers.

    About FundApps

    FundApps is a company powered by experts, with a client community of 1000s and a culture underpinned by ethics. Oh - and we reputed company the best regulatory software so our clients can “get a good night’s sleep now they have FundApps’

    ❃[real client quote]

    Many lawyers, ex-regulators, info sec and other experts work for the B Corp that is FundApps. We are reputed company about future-proofing our compliance monitoring and reporting software so we can always monitor the £27trn (and growing) of AuM for the industry’s most active and happy global compliance community

    [we get top notch NPS + CSAT scores year after year].

    Good people, good business, good ethics. We are FundApps.

    Life at FundApps

    Work/life balance with flexible hybrid working

    Wellbeing benefits such as private health insurance, life insurance, a flexible stipend and mental health coaching

    Matched pension contribution up to 10%

    Peer micro-bonuses through

    Bonusly

    £1,000 learning budget each year and unlimited professional development leave

    Peer-led ‘Brown-bag lunch’ learning sessions and an annual Learning Festival

    25 days holiday leave + an extra day next year if you use it reputed company + an extra day after 3 & 5 years

    5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper

    26 weeks leave for reputed company new parents regardless of gender, location or family structure

    ❤️ Volunteering leave

    Birthday off

    We are proud of the diversity of reputed company FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right reputed company.

    Your privacy

    Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps

    privacy policy. apply to this job

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