Customer Experience Analyst (Specialist)

Runa

London

Hybrid

GBP 35,000 - 52,000

Full time

14 days+

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Benefits offered by this job

£1,000 annual learning and development allowance

Runa Reset Days

Summer Hours

Work from anywhere for up to 45 days a year

Private Medical + Dental Health Insurance

Enhanced parental leave

Parental leave up to 16 weeks

Job summary

A leading financial technology firm in London is seeking a Customer Experience Analyst to enhance customer satisfaction through effective problem-solving and collaboration. The role requires expertise in managing customer queries, analyzing support processes, and ensuring excellent communication. This position offers hybrid work options and various employee benefits, including professional development allowances and enhanced parental leave.

Qualifications

Proven experience in customer service or a customer-facing B2B role within a tech company.
Solid understanding of how to prioritise internal and external requests.
Understanding that customer experience involves more than just answering issues.
Ability to work autonomously as well as in a team.

Responsibilities

Address and resolve customer and end-user issues related to the product.
Coordinate customer support responses using various platforms.
Analyze customer support processes and identify areas for improvement.
Maintain a customer-centric approach to deliver world-class CSAT and drive retention.

Skills

Customer service experience

Excellent communication skills

Ability to work under pressure

Experience with customer communication software

Technical understanding

Tools

Zendesk

Job description

Overview

Join to apply for the Customer Experience Analyst (Specialist) role at Runa.

Runa is pioneering a first-of-its-kind payment rail that enables the seamless, global money movement at scale. Legacy banking and payment infrastructure struggles to support the demands of today's low-volume, high-velocity payouts, leading to inefficiencies in global payouts. Businesses worldwide send over $20 trillion annually in rewards, remittances, and disbursements often incurring costs of up to 50% per transaction and subjecting recipients to lengthy delays.

Runa transforms this landscape by providing a new digital payments infrastructure that empowers businesses to send digital money instantly and cost-free to anyone, anywhere. The Runa API empowers thousands of businesses to make payments to 5 billion+ consumers in 190+ countries instantly to cards, wallets, bank accounts and gift cards. Leading companies such as Sodexo, TopCashback, Perkbox, Sweatcoin, Coinbase, and Globetopper rely on Runa to facilitate instant, flexible global payouts to tens of millions of consumers.

The Role

The Customer Experience team is the key point of contact for business customers, partners and consumers for any issues they may have within the end to end payout journey, from purchase to redemption.

Our day-to-day involves working with customers, brands, data processors and internal teams to establish the right resolution to problems. We collaborate with teams across the business, including Partnerships, Finance and Product, to improve customer journeys based on feedback/trends/themes from the incoming contact we receive.

As a Customer Experience Analyst, you will be responsible for addressing, and resolving customer, and end-user issues that arise as they use our product. Ensuring a customer-centric approach that delivers world-class cSAT and helps drive customers retention and advocacy.

What Excites You

Delivering a first class customer experience by responding to customer requests and queries promptly and professionally.
Coordinating our customer support responses over a number of platforms including Zendesk and any other channel we deploy in future.
Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.
Collaborating with the Account Management team for your verticals to deliver an exceptional customer experience across all touchpoints and moments of their journey.
Develop expertise across all of our products and be able to identify when an issue should be escalated.
Using available data to analyse our current customer support processes, pointing out areas that can be refined and improved.

What Excites Us

Proven experience in customer service or a customer-facing B2B role within a tech company.
Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.
Understanding that customer experience is more than just answering the pressing issue or ticket.
Experience with technical software which manages customer communications.
Excellent communication skills, both verbal and written.
Able to work under pressure and put customers at ease.
Able to work autonomously as well as being a positive team player.

What’s In It For You

We have a hybrid structure with the requirement of 2 days a week at our London Office (Shoreditch High Street).

£1,000 annual L&D allowance to invest in mastering your craft, including accredited studies.

Runa Reset Days - Runa closes on the first Friday of each quarter for a well-deserved, Reset Day.

Summer Hours - In the month of August, we log off at 3pm on Fridays.

Work from anywhere for up to 45 calendar days a year.

Participation in the Employee Options pool giving you ownership in Runa.

Private Medical + Dental Health Insurance with Bupa.

Enhanced parental leave for all new parents, up to 16 weeks full pay.

Want to learn more about life at Runa and our hiring process? Visit our Candidate Hub: https://runahq.notion.site/runa-candidate-hub

Diversity and Inclusion

We are committed to providing a hiring and working experience in which all people feel they are equally respected and valued regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Seniority level