Customer Success / Customer Support - London - 2025

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in the RegTech sector is seeking a Customer Support Specialist to join their dynamic team in London. This role is crucial for delivering exceptional customer service and ensuring client satisfaction. You will leverage your technical skills and problem-solving abilities to assist clients with their inquiries, providing clear explanations and effective solutions. The ideal candidate will thrive in a fast-paced environment, collaborating with various teams to enhance the customer experience. If you are passionate about helping others and eager to grow in a supportive and inclusive workplace, this opportunity is perfect for you.

Benefits

25 days holiday + bank holidays

Flexible holiday options

Company pension

Maternity and paternity leave

Company laptop

£500 home setup budget

Qualifications

• Basic understanding of financial products and ability to communicate technical info.
• Experience in SaaS environments, especially in regulatory contexts.

Responsibilities

• Be the first line of contact with clients, resolving their queries.
• Create and update support documentation and knowledge base articles.
• Collaborate with support engineers and cross-functional teams.

Skills

Problem-solving skills

Technical communication

Organizational skills

Excel knowledge

Customer empathy

Education

Bachelor's degree in relevant field

Tools

Zendesk

Freshdesk

Jira

Job description

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Customer Success / Customer Support - London - 2025, London

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Client:

Suade

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

98af05c7553c

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Suade’s success is built on grit, determination, and our proven ability to develop cutting-edge technology to create the next generation of RegTech. The customer support specialist is key to continuing to provide world-class customer service.

You will leverage your experience in the SaaS environment, working closely with account managers and delivery teams to ensure clients receive proper answers to their queries and that our product aligns with their expectations.

Suade is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without bias.

Job Summary:

The Support Engineer will provide high-quality technical and product support to clients and internal teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers. You will be the first point of contact for all issues, collaborating with engineering and product teams to ensure customer satisfaction.

Responsibilities:

• Be the first line of contact with clients, resolving their queries and providing workarounds when necessary.
• Explain issues and resolutions clearly to customers to ensure understanding.
• Escalate unresolved issues to higher support or development teams, documenting troubleshooting steps thoroughly.
• Follow up to ensure issues are resolved and clients are satisfied.
• Empathize with clients and consider their perspective to find long-term solutions.
• Maintain accurate records of support interactions in our ticketing system.
• Create and update support documentation, FAQs, and knowledge base articles.
• Collaborate with support engineers and cross-functional teams to share knowledge.
• Participate in team meetings and training to stay updated on product changes.
• Contribute to a positive team environment.

Requirements:

• Basic understanding of financial products (e.g., Securities, Derivatives) and ability to communicate technical info to non-technical staff.
• Basic knowledge of Excel (formulas, pivot tables).
• Highly organized, able to multitask and work under time constraints.
• Quick learner, self-motivated, detail-oriented, and able to work independently.
• Excellent English communication skills, both verbal and written, with the ability to collaborate effectively.

Preferred Requirements:

• Experience as a Business Analyst, Technical Support, QA, or in Software Development within SaaS environments, especially in regulatory contexts.
• Experience with support desk tools (Zendesk, Freshdesk, Jira, etc.).
• Experience working with engineering teams.
• Familiarity with reporting standards like COREP, FINREP, LIQUIDITY, IFR, MAS610.
• Basic knowledge of Python and SQL.
• Benefits include 25 days holiday + bank holidays, flexible holiday options, additional leave for long service, company pension, maternity and paternity leave, company laptop, and a £500 home setup budget.