Client Operations Specialist

Description

We are looking for an Operations Specialist committed to providing an effective, white-glove support experience, resolving queries related to errors, bugs, and unexpected flow behaviours.

In this customer-facing role, you will encounter a range of complex issues that demand thorough investigation and problem-solving. Your primary responsibilities include owning, prioritising, troubleshooting, and responding to inbound client support requests, ensuring their resolution. 

Additionally, you will serve as an escalation point, assisting your teammates in the Client Operations and the broader Customer team with challenging and intricate customer issues.

The Client Operations team's mission is to assist, support, and resolve client queries, empowering them to develop robust, credible, and secure financial applications for their users.

What we expect from you as a Client Operations Specialist:

• Leverage your product expertise to assist users in investigating, triaging bugs, and resolving issues via Slack and Zendesk, ensuring an advanced user experience;
• Closely support a portfolio of Enterprise accounts, working with our Customer Success Team to maintain positive support relationships;
• Collaborate closely with our engineering and product teams, acting as the voice of the customer to identify and resolve bugs, prioritise feature requests, and facilitate continuous product improvement;
• Contribute to FAQs and both internal and external documentation to enhance product understanding;
• Identify and implement processes to improve the Customer Experience;
• Work Monday to Friday, with additional on-call shifts organised on a rota basis within the Client Operations team.

Who you are:

• Fluent in English and Advanced proficiency in German;
• Experience providing technical support at a technology company;
• Demonstrate expert writing competencies, skilled in assisting users to resolve intricate problems;
• Are familiar with modern web services and APIs, and enjoy learning about technical solutions;
• Are able to articulate in a simple manner a complex technical issue;
• Have strong analytical skills, and are able to explain how TrueLayer works to a wide range of audiences;
• Can appreciate perspectives from both users and developers, integrating their insights to strengthen a culture focused on the user experience;
• Have the ability to prioritise demands in a fast-paced environment;
• Enjoy being part of a small team and are actively thinking of ways to enhance our processes, our internal tools, and the way we work.

Don’t meet all the requirements?

Multiple studies have shown that women and people of underrepresented groups are sometimes less likely to apply to jobs unless they meet every single requirement.  At Truelayer, we are committed to building a diverse workforce, so if you are excited about this role and have the essential skills, but not the entire checklist - we’d still love to hear from you!

Benefits 

What you can expect from us:

• Competitive salary and meaningful equity in the company 💰
• Flexible hours and hybrid working - we offer a hybrid approach to work of 3 days per week remote working 🏡 and 2 days per week in our new offices in London 🇬🇧 Milan 🇮🇹  and Dublin 🇮🇪
• A one-off contribution of €200 to help you set up your home office 💺
• Flexible holiday policy, with 24 days as standard ✈️
• 2 volunteering days to support causes important to you 🌳
• Generous parental leave, above and beyond statutory requirements and with no minimum tenure 👩‍👩‍👦
• Meal vouchers for every day you’re working, including while remote [IT Roles Only]
• Budget to spend on learning & development each year 📚
• 12 fully-paid wellbeing days a year and your birthday off (on top of the holiday allowance) 🕊
• Membership of mental wellbeing platform Spill 🧘