Job description
FundApps is a high-growth, SaaS scaleup that helps investment managers monitor and comply with worldwide regulations. We were one of the world's first "RegTechs" and we're shaking up an entire industry. Our client's love what we do and this has lead to phenomenal and consistent revenue growth.
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.
We've 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! Better yet, we're just getting started! We have a massive addressable global market and are completely bootstrapped, so have a great amount of freedom in deciding our own destiny.
We are a growing team of FundAppers with 125 people and over 30 nationalities at last count. We have offices in London, New York and Singapore and remote employees spread across the globe. 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.
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, your day to day responsibility is to 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; they don’t own a portfolio of accounts, but rather work as a global team across the whole client base.
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 market-leading Net Promoter Score.
If you’re looking for a new challenge and this sounds exciting to you, we’d love to hear from you!
What you'll do
- Responding to and triaging all client enquiries that come in via our ticketing system, email or telephone
- Triaging and correctly assigning incoming client requests that should be managed by another team member
- Owning and promptly resolving issues focusing on the technical functioning of our systems
- Identifying, recreating and documenting bugs in client environments to assist the engineering team in finding solutions
- Proactively updating the ticketing system to ensure clients are kept informed and tickets are closed out in a timely manner
- Liaising with internal teams, such as Engineering, Product and Regulatory Content to help resolve client issues
- Working alongside other teams to identify client incidents and managing the incident process, including the correct classification of incidents
- Writing and releasing tasks in client environments
- Submitting ‘pull requests’ i.e. small amendments to code
- Walking clients through rule coding to explain why specific results have been generated in the software
- Identifying themes and trends across the client base and sharing with relevant teams
- Proactively contributing ideas to optimize process efficiency across the team and company
- Helping with training of new team members
- Proactively sharing knowledge with the broader team via regular, formalized learning sessions or on an ad hoc basis
- 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 such as Zendesk for logging and monitoring queries, as well as producing reports
- Some understanding of coding languages such as JavaScript, so that you can make basic code changes (but not actually write code)
- Experience of analyzing and trouble-shooting XML files and XSD schemas and APIs
- Tech savvy i.e. getting to grips with different software, quickly e.g. Datadog or Github
- An ingrained understanding of exceptional client service
- Ability to adapt to change quickly and handle a fast-paced, challenging environment
- A proactive, self-motivated approach, focused on timely resolution of client queries
- Strong time management and prioritization skills
- Excellent communication skills, both written and verbal, which includes an ability to convey clear, simple and accurate information to clients
- Statistical and analytical skills
- A calm, authoritative, yet friendly manner
- Ability to handle difficult conversations with patience, both internally and externally
- Confidence to question processes and think of ways to be 1% better
- Willingness to develop, learn, give and receive feedback
- Desire to be part of a supportive team, taking joint responsibility for their success
- A sense of humor and not taking yourself too seriously
Bonus points
- Experience of client support specifically within a FinTech company
- An understanding of financial regulation is a bonus and specifically Shareholding Disclosure regulation would make our dreams come true
- A computer science or engineering degree and/or financial qualifications such as an Economics degree, the Investment Management Certificate or similar
- Understanding and knowledge of other coding languages would be beneficial
- Experience of using Slack, ClientSuccess, ShortCut and Notion would be helpful
We don't expect you to tick every box; if you get warm fuzzy feelings about what we're trying to achieve at FundApps, then we want to hear from you!
Salary: $60,000-70,000 per annum dependent on skill and experience.
Check us out on Glassdoor here! We are a Work180 Endorsed Employer.
" FundApps fully empowered me to take control of my career" - Ioana Andone
" Only at FundApps can I be unapologetically me" - Alex Stillwell
Benefits
Life at FundApps
Flexible working - Choose a work from home/office arrangement that suits you
26 weeks leave for all new parents regardless of gender, location or family structure
$1,300 learning budget each year and unlimited professional development leave
Private medical and dental insurance
Wellbeing benefits such as mental health coaching and a Headspace subscription
Peer micro-bonuses through Bonusly
25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
5 Years @ FundApps - additional 4 week paid holiday leave during your 5th year as a FundApper
❤️ Unlimited volunteering leave
Birthday off
Unlimited sick and compassionate leave
Peer-led ‘Brown-bag lunch’ learning sessions
We are proud of the diversity of all FundAppers - it makes us strong. You will find flexibility around religious observances, our national flags all around the office, a monthly ‘Laydeez who lunch’ and a Pride celebration with some epic Cher and RuPaul playlists! If you’re looking for a workplace where you can just be yourself, you’re in the right place.
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. You can find out more about how your data is used and your rights in our privacy policy.
www.colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.colinoncars.com is the ideal place to find your next job.