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Senior Customer Support Exec

3 months ago

Edinburgh Scotland, Scotland, United Kingdom McFall Recruitment Limited Full time

1st Line Support - Customer Success - FinTech Platform - hybrid working paying up to £40,000 + benefits


Are you someone who takes immense pride in assisting clients and enhancing their customer experience? Here's what a typical day might look like for you:


- Leveraging your skills to assist clients via Zendesk, ensuring top-notch customer service.

- Collaborating with various teams like Operations, Product, and Engineering to resolve escalations efficiently.

- Stepping in as Customer Success Lead when needed, managing case allocations and team training.

- Analysing data to create insightful reports, highlighting recurring issues and trends.

- Reviewing and optimising operational workflows, suggesting process improvements.

- Finding new ways to surprise and delight our customers.


Why Might You Be the Ideal Fit?

- Experience in the advice or fintech market.

- Thrive in a fast-paced, scale-up environment.

- Background in investment platforms.

- Knowledge of product wrappers like SIPP, ISA, and GIA.

- Natural communicator with a knack for building rapport.

- Passionate about technology revolutionising investments.

- Skilled at addressing complex customer queries.

- Confident in presenting data-driven insights to senior stakeholders.

- Understanding of APIs and their impact on customer experiences.


This is a great opportunity to join a dynamic, fast-growing company where your expertise will make a tangible impact. Be part of a team that values innovation, collaboration, and strives to exceed customer expectations every day.