Product Support Analyst

Method Resourcing Ltd; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Method Resourcing are partnering with a London-based FinTech start-up to hire a Product Support Analyst. You’ll partner with Product, Data Strats and Technology teams to keep a complex data service performing at a high standard, working with investment banks and buy-side firms to support onboarding and explain data methodologies.

London-based, 3 days a week in the office. You’ll handle client queries by email, phone, and video, own issues from first contact to resolution, test new features,

Qualifications

• Knowledge of a broad range of derivatives and markets is advantageous.
• Strong communication and client-facing skills.
• Comfort with data concepts, analytics and data-driven decisions.
• Ability to manage multiple stakeholders and priorities.
• Analytical mindset with attention to detail.

Responsibilities

• Serve as the primary contact for data-related discussions with investment bank and buy-side clients.
• Handle client and contributor queries by email, phone and video call, owning each from first contact to resolution and escalating when needed.
• Support client onboarding and ongoing engagement to drive understanding and adoption of our data products.
• Explain data methodologies, aggregation logic, anonymisation approaches and product coverage clearly and credibly.
• Test new features and releases, log defects, and give practical feedback on usability and design.
• Capture client feedback and recurring issues, identify patterns, and turn them into improvement proposals for the product team.
• Keep Tech, Data Strats and Commercial colleagues updated on open issues and project progress.

Skills

Derivatives knowledge

Client facing

Data literacy

Stakeholder management

Problem solving

Job description

Method Resourcing are excited to partner with a fast-growing and very well-backed FinTech start-up HQed in London looking to hire a Product Support Analyst as they continue to scale under their newly appointed Head of Product.

As a Product Support Specialist, you’ll partner with Product, Data Strats and Technology teams to keep a complex data service performing at a high standard. You’ll work directly with investment banks and buy-side firms to support onboarding, explain data methodologies, and help clients get the most from their datasets.

This is an ideal role for a candidate to join a rapidly growing and highly innovative FinTech - with the opportunity to get exposure to huge buy & sell-side clients, learn from some of the brightest minds in the derivatives sector, and expand their knowledge both technically and from a financial instrument perspective.

Responsibilities:

• Serve as a primary contact for data-related discussions with investment bank and buy-side clients
• Handle client and contributor queries by email, phone and video call, owning each from first contact to resolution and escalating when needed
• Support client onboarding and ongoing engagement to drive understanding and adoption of our data products
• Explain data methodologies, aggregation logic, anonymisation approaches and product coverage clearly and credibly
• Test new features and releases, log defects, and give practical feedback on usability and design
• Capture client feedback and recurring issues, identify patterns, and turn them into improvement proposals for the product team
• Keep Tech, Data Strats and Commercial colleagues updated on open issues and project progress

About you:

• Working knowledge of a broad range of derivatives, with a genuine appetite to learn across Rates, FX, Credit, Equity and Commodities
• Highly motivated, able to juggle multiple priorities in a fast-paced environment without compromising on quality
• Able to explain complex data concepts clearly to both technical and non-technical audiences
• Customer-first mindset with strong client-facing skills, and the ability to build trust and credibility with senior stakeholders
• Proactive about improving existing workflows, with strong attention to detail and a knack for recommending simpler, more efficient ways of working
• No coding required, but highly data-literate and comfortable working with technical teams

London-based, 3 days a week in the office.