Client Experience Analyst

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, New York, 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 within 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 ‘front-line’ in helping our clients get the technical support they require by triaging incoming requests and resolving issues as efficiently as possible in order to enable 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 base within a ‘follow the sun model’.

• Facilitating thorough and timely resolutions to incoming requests from all our clients’ inquiries via our ticketing systems, email, and phone
• Identifying and resolving technical issues in all 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 within CX and the wider CS organisation
• Volunteering for weekend and Public Holiday critical support duties

• Relevant Background: Proven experience in technical client support within 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, Zendesk) 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 calm, authoritative, yet friendly manner.
• Industry knowledge: Experience working with asset managers, hedge funds, pension funds and/or banks is highly desirable.

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 make 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 make 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 all 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 all + 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 all new parents regardless of gender, location or family structure

❤️ Volunteering leave

🎁 Birthday off

👩🏾🌈👦🏼🌏👵🏼👳🏽👽

We are proud of the diversity of all 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 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. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.