Client Experience Analyst

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FundApps is a 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 clients love what we do (Net Promoter Score of 45) and this has lead to phenomenal and consistent revenue growth. Scottish Equity Partners completed a significant growth equity investment in May 2021 and became minority investors in FundApps.

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, 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. 

What you'll be working on

• 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 optimise process efficiency across the team and company 

• Helping with training of new team members

• Proactively sharing knowledge with the broader team via regular, formalised 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 analysing 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 prioritisation 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 humour 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:£36,000-40,000 per annum dependent on skill and experience.

Check us out on Glassdoor here!

"FundApps fully empowered me to take control of my career" - Engineer

"Only at FundApps can I be unapologetically me" - CSA

Benefits

Life at FundApps

• 💰 Matched pension contribution up to 10%

• 🕐 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

• 🎓 £1,000 learning budget each year and unlimited professional development leave

• 💚 Wellbeing benefits such as private health insurance, a flexible stipend, 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

• 🚴 Cycle to work schemes

• 💡 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.