Customer Success Executive

Description:

ALT21 is an innovative, award-winning, and dual-regulated FX hedging technology company. We are a fast-growing business with offices in Dublin, London and Portugal that has undergone a big change over the last year following a large funding round. We build technology to simplify hedging, specialising in providing a full suite of products that are distributed through our partner channels to SME’s.

Our mission is to use technology to transparently deliver essential financial risk management products that meet everyday businesses needs.

Key responsibilities and accountabilities include but are not limited to:

• Identify customer queries/issues that are post-trade related and liaise with other departments to resolve them.
• Ensure that our customer journey post-trade is smooth, and any platform issues are picked up promptly and given required attention.
• Act as the face of our of business and strengthening relationships to help ensure client/partner retention.
• Helping to evolve process and policy to optimism customer/partner service.
• Reporting on client duty issues to Customer Support Lead.

Specifications:

• Experienced in problem-solving within a fast-paced environment.
• Able to work within a customer service/problem-facing role.
• Articulate with strong communication skills.
• An organised multitasker who can effectively triage their workload.
• A quick-thinker and problem solver. New tech releases can be delayed and may cause errors/bugs on the product offering. These expectations must be managed for customers and solutions proposed promptly.
• Patient and Professional. The teams key mandate is providing client support under challenging circumstances, so a calm and thoughtful demeanour is a crucial skillset for success.