Customer Training Support Advisor

Role Overview We’re looking for a proactive and client-focused Customer Service Executive to deliver world-class support for our high-value clients at Decant Index. In this role, you will be the first line of support for client enquiries, managing key relationships where no Account Manager or Director is assigned, and playing a critical role in maintaining satisfaction and loyalty. Act as the primary point of contact for all web chat enquiries and support requests received via the Decant Index marketplace. Deliver prompt and professional 1st and 2nd line support for all customer needs, including onboarding, technical questions, and investment-related queries. Manage client relationships where no Account Manager or Director is assigned, ensuring continuity of care and a premium service experience. Resolve issues efficiently, with the goal of reducing complaints and enhancing overall client satisfaction. Maintain service records and feedback loops to improve response times and identify common pain points. Meet clear service and satisfaction targets, with performance bonuses tied to successful issue resolution and retention outcomes. 1–2 years in a customer support, complaints handing or client retention role, ideally in financial services, marketplaces, or luxury sectors. ~ Experience managing a support inbox, live chat systems, or ticketing platforms preferred. ~ Commercial awareness and sound judgement when dealing with early exit requests or dissatisfaction. ~ Passionate about delivering outstanding service and helping clients achieve a smooth, rewarding experience. ~ WSET qualification or interest in wine and whisky investment is a plus.