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Customer Success / Customer Support - London - 2025

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Suade Labs

15d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • London
    Remote

AI generated summary

  • You should understand financial products, have Excel skills, be organized, a quick learner, and possess strong communication skills. Experience in SaaS support, tools like Zendesk, and knowledge of compliance reporting is needed.
  • You will resolve client queries, provide detailed explanations, escalate issues, maintain records, create documentation, collaborate with teams, and ensure customer satisfaction in a supportive environment.

Requirements

  • Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in a way that is easy to understand.
  • Basic knowledge of excel (formulas, pivot-tables).
  • Highly organized, the capacity to multitask and work within short time constraints.
  • Quick learner, self-motivated, detailed-oriented, and able to work with minimal supervision.
  • Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams.
  • Previous experience working as a Business Analyst, Technical Support, QA or Software Development in SaaS environments in the regulatory space.
  • Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
  • Previous experience working with engineering teams.
  • Familiarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
  • Basic knowledge of Python and SQL.

Responsibilities

  • As part of the Customer Support Team, you will be an integral part of the client post-sale experience and you will:
  • Be the first line of contact with our clients, solving their information queries and providing workarounds when necessary.
  • Provide clear and concise explanations to customers, ensuring they understand the issue and resolution steps.
  • Escalate unresolved issues to higher-level support or development teams, providing detailed documentation of the issue and troubleshooting steps taken.
  • Follow up with customers to ensure their issues are fully resolved and they are satisfied with the resolution.
  • Empathise with our clients and see the system from their perspective to find long-term solutions rather than short-term wins.
  • Maintain accurate records of customer interactions and support activities in our ticketing system.
  • Create and update support documentation, FAQs and knowledge base articles to assist customers in resolving common issues independently.
  • Work closely with other support engineers and cross-functional teams to share knowledge and best practices.
  • Participate in regular team meetings and training sessions to stay updated on product changes and improvements.
  • Contribute to a positive and collaborative team environment.

FAQs

What is the primary responsibility of the Customer Support Specialist at Suade?

The primary responsibility is to provide high-quality technical and product support to clients, ensuring customer satisfaction by resolving queries and collaborating with account managers and delivery teams.

What background is preferred for applicants applying for this role?

A preferred background includes previous experience as a Business Analyst, Technical Support, QA, or Software Development in SaaS environments, particularly within the regulatory space.

Is prior knowledge of financial products required for this position?

Yes, a basic understanding of financial products such as Securities and Derivatives is required, as well as the ability to communicate technical information to non-technical staff.

What tools and software should applicants be familiar with?

Applicants should have previous experience with support desk tools like Zendesk, Freshdesk, or Jira, and familiarity with reporting requirements like COREP, FINREP, and basic knowledge of Python and SQL is preferred.

Is additional time off provided for long-term employees?

Yes, employees receive an extra day of annual leave for every three years of service, in addition to the standard 25 days of holiday.

What type of training and development support does Suade offer?

Suade provides a £500 annual training and development subsidy for employees.

What benefits are available to employees at Suade?

Benefits include 25 days holiday plus bank holidays, flexible holiday options, company pension, maternity and paternity leave, flexible working hours, a company laptop, a work-from-home budget, and access to Perkbox.

How does Suade support the long-term career development of its employees?

Suade supports career development through regular training sessions, a development subsidy, and opportunities for collaboration and knowledge sharing within cross-functional teams.

What is the company culture like at Suade?

Suade fosters a positive and collaborative team environment and values diversity, providing equal opportunities without bias.

How is customer feedback handled in this role?

Customer feedback is maintained through accurate records of interactions in a ticketing system, and unresolved issues are escalated to higher-level support or development teams with detailed documentation.

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Suade Labs

Revolutionising the way financial institutions comply with regulation

Technology
Industry
51-200
Employees
2014
Founded Year

Mission & Purpose

Founded in 2014, Suade, leading RegTech firm, stands apart by transforming the industry’s approach to regulatory compliance. Harnessing the power of Suade’s technology with an intelligent data-driven platform and the utilisation of Natural Language Processing (NLP) and Machine Learning (ML), enables financial firms to achieve efficiency ratio objectives, gain greater business insights while insulating them from regulatory change.

Culture & Values

  • Lead

    Lead by example, educate others and take charge when needed. We want to work with people that lead us on to bigger and better things. Things we didn't even know we didn't know.

  • Learn

    Learn with a passion, embrace new ideas and approach problems in novel ways. People that like to learn are not just able to absorb information, but also the kind of people that seek to understand the world around them and are eager to learn new skills on their own.

  • Laugh

    Laugh often. Because unhappy, stressed-out people can't make the world a better place. People you spend your days with should be honest people that you can trust and that give and take feedback equally.

  • Love

    Love the customers, people and work you produce to have a positive impact every day. People that care about the work they do and the people they interact with make all the difference between success and failure.

Benefits

  • 25 days Holiday + Bank Holidays

  • Annual Summer Trip

  • Pension

  • Annual Winter Ski Trip

  • Maternity Leave and extraordinary paternity leave

  • Annual Training/ Development Budget

  • Perkbox Platform

  • Work from home budget