Client Experience Analyst

Our first area of focus was to help managers with Shareholding Disclosure, a complex regulatory problem without a decent solution in the market. We were first to licence legal information from aosphere, an affiliate of Allen & Overy, which underpins some of our rule packages. Since that time, our product has become the undisputed market leader for the management of Shareholding Disclosure. We have also added new ground-breaking services - Sensitive Industries and Position Limits - and in 2020, have introduced Rapportr to make reporting simple for our clients.

In 2018, we became a Certified B Corporation and in 2019 were recognised as a B Corp 'Best for the World' Honoree - highlighting our commitment to doing good by our people, the environment and the community. We've also won multiple accolades from organisations such as Wired, The Financial Technologist, World Economic Forum and Deloitte. In total we monitor over $14 trillion in assets under management every single day - this represents ca. 15% of global assets - ranging from hedge funds to some of the world's largest asset managers, and we're just getting started!

We're a growing team of smart, friendly people with over 30 nationalities at last count. We have offices in London, New York and Singapore and remote employees spread across the globe. Keep scrolling to learn more!

The role

The Client Experience team sits within the broader Client Services team and acts as the 'front-line' in helping our clients get the technical support they need, by triaging incoming requests.

As a Client Experience Analyst, you will be part of an existing global team, but the first based in the APAC region. Your day to day responsibility is to work alongside our Client Success Managers in Singapore and facilitate thorough and timely resolutions to incoming requests from all our clients.

Client Experience Analysts have the opportunity to work with a breadth of clients across a diverse range of topics, as part of a global team.

The key objective of the team is to resolve issues as efficiently as possible in order to enable the optimal functioning of our products. We always strive to maintain a high client satisfaction rating (currently 99%)and a world-class Net Promoter Score (currently 45).

What you'll be working on
- Responding to all client enquiries that come in via our ticketing system (Zendesk), email or telephone

- Triaging and correctly assigning client requests that should be managed by another team member

- Owning and promptly resolving issues focusing on the technical functioning of our systems

- Writing and releasing tasks in client environments and submitting simple 'pull requests'

- Updating our ticketing system to ensure clients are kept informed and tickets are closed out in a timely manner

- Walking clients through our rule code to explain why specific results have been generated in the software

- Liaising with internal teams (Engineering, Product and Regulatory Content) to help resolve client issues and identify themes across our client base

- Identifying, recreating and documenting bugs in client environments to assist the engineering team in finding solutions

- Working alongside other teams to identify, correctly classify and manage the process for client incidents

- Proactively contributing ideas to optimise process efficiency across the team and company

- Proactively sharing knowledge with the broader team via learning sessions and helping train new team members

- Volunteering for 'Nights Watch' - weekend critical support pager duty, with additional compensation

What you'll bring to the team

- Previous experience providing technical client support within a SaaS company

- Experience using ticketing systems (we use Zendesk) for logging and monitoring queries, as well as producing reports

- Tech savvy i.e. getting to grips with different software quickly

- Experience of analysing and trouble-shooting XML files and XSD schemas and APIs

- A basic understanding of coding languages

- An ingrained understanding of exceptional client service and ability to handle difficult conversations with patience

- Excellent written and verbal communication skills, including an ability to convey clear, simple and accurate information to clients

- Ability to adapt to change quickly and handle a fast-paced, challenging environment

- Willingness to develop, learn, question processes, give and receive feedback. FundAppers raise the bar by thinking of ways to be 1% better!

- Desire to be part of a supportive team, taking joint responsibility for our success

- A sense of humour and not taking yourself too seriously

Bonus points

- Experience of client support specifically within a FinTech company

- Knowing how to write scripts (whether in Python, VBA, JavaScript)

- Experience of using any of the following would be helpful: Slack, ClientSuccess, ShortCut, DataDog, Github and Notion

- An understanding of financial regulation is a bonus and specifically Shareholding Disclosure regulation would make our dreams come true

- Competent in both written and conversational Japanese