Customer Support and Success Operations Specialist

2 weeks ago

London, United Kingdom Stenn Full time

Stenn is one of the leading FinTechs in Europe and a category leader in the verticals and markets it operates in. Founded in 2015, Stenn's purpose is to connect international SMEs to the global financial system, helping to bridge a reported $3.6 trillion (USD) financing gap through a fast, simple online platform. To date, Stenn has enabled over $18 billion (USD) of finance to SMEs in 3 verticals and 4 markets, with capital provided by several blue-chip banks and institutional fund managers across the globe.

Rapid expansion continues at Stenn, as under-served SMEs seek financing solutions to manage significant macroeconomic and supply chain disruption; and this follows our $50 million Series A fundraise in 2022, valuing Stenn at $900 million.

Our HQ is in London with employees across the globe, including the USA, Europe and China. We are made up of diverse, highly skilled professionals who work in an innovative way to develop and drive our business further. Our people are empowered to work autonomously through a trusting leadership style which encourages learning.

Stenn are looking for a Customer Support and Success Operations Specialist Could this be you?

**You probably want to know what's involved?**

The Customer Success and Support Team is responsible for delivering best-in-class customer experience. We address quickly and efficiently day-to-day queries and establish long-term, strategic relationships that help our customers drive value from our platform. Internally, we partner closely with Sales, Risk, Legal, Finance and Technology to support customers with their needs, advise on the development of new products and implement platform optimisations.

We are looking for a dynamic and detail-oriented individual to join our team as a Support and Success Operations Specialist. In this role, you will play a crucial part in optimising the operational efficiency of our Customer Support and Success teams. You will work collaboratively with cross-functional teams to implement and improve processes, manage tools and systems, and contribute to the overall success of our customer-centric initiatives.

You will be open, organised, customer-driven and detail-oriented. You will take pride in your work ethic and be eager to take part in writing the company's success story. You will embrace a flexible mindset and be dedicated to continuous learning.

**Responsibilities**:

- Operational Efficiency: Streamline and enhance operational processes to ensure the smooth functioning of customer support and success teams. Identify opportunities for automation and implement tools to improve workflow efficiency.
- Tool and System Management: Manage and optimise the use of customer support and success tools, including CRM systems, ticketing platforms, knowledge bases, and other relevant software. Provide training and support to team members on the effective use of these tools.
- Data Analysis and Reporting: Conduct data analysis to track key performance indicators (KPIs) related to customer support and success. Generate regular reports, analyse trends, and provide actionable management insights.
- Process Documentation: Document and maintain standard operating procedures (SOPs) for customer support and success operations. Ensure that processes are well-documented and accessible to team members.
- Collaboration with Cross-Functional Teams: Work closely with Customer Support, Customer Success, Sales, and Product teams to ensure alignment on customer-related initiatives. Collaborate on projects that require a combination of support and success operations expertise.
- Customer Feedback and Insights: Gather and analyse customer feedback to identify areas for improvement in support and success operations. Collaborate with relevant teams to implement changes based on customer insights.
- Training and Development: Develop training materials and conduct training sessions for the Support and Success team members. Stay updated on industry best practices and provide ongoing professional development opportunities.
- University bachelor's degree, a professional qualification from an internationally recognised body or equivalent work experience
- Good problem-solving and analytical skills
- Focused on exceeding customer expectations
- Good organisational and communication skills, both written and oral
- Knowledge and understanding of CRM tools
- Experience in similar roles, ideally within finance and/or FinTech is a plus
- Fluency in either Spanish, Portuguese, French, Hindi, Mandarin or Arabic are a big advantage but not essential

We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.

At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone's unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and p

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