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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences and resolve issues across various platforms.
- Company: Join Runa, a pioneering tech company transforming global payments.
- Benefits: Hybrid work, £1,000 L&D allowance, private health insurance, and enhanced parental leave.
- Why this job: Be part of a team that makes a real impact on customer satisfaction and retention.
- Qualifications: Experience in customer service and excellent communication skills required.
- Other info: Enjoy flexible work options and opportunities for professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Runa is pioneering a first-of-its-kind payment rail that enables seamless, global money movement at scale. Legacy banking and payment infrastructure struggles to support the demands of today's low-volume, high-velocity payouts, leading to inefficiencies in global payouts. Businesses worldwide send over $20 trillion annually in rewards, remittances, and disbursements often incurring costs of up to 50% per transaction and subjecting recipients to lengthy delays.
Runa transforms this landscape by providing a new digital payments infrastructure that empowers businesses to send digital money instantly and cost-free to anyone, anywhere. The Runa API empowers thousands of businesses to make payments to 5 billion+ consumers in 190+ countries instantly to cards, wallets, bank accounts and gift cards. Leading companies such as Sodexo, TopCashback, Perkbox, Sweatcoin, Coinbase, and Globetopper rely on Runa to facilitate instant, flexible global payouts to tens of millions of consumers.
The Customer Experience team is the key point of contact for business customers, partners and consumers for any issues they may have within the end-to-end payout journey, from purchase to redemption. Our day-to-day involves working with customers, brands, data processors and internal teams to establish the right resolution to problems. We collaborate with teams across the business, including Partnerships, Finance and Product, to improve customer journeys based on feedback/trends/themes from the incoming contact we receive.
As a Customer Experience Analyst, you will be responsible for addressing and resolving customer and end-user issues that arise as they use our product, ensuring a customer-centric approach that delivers world-class cSAT and helps drive customer retention and advocacy.
What Excites You
- Delivering a first-class customer experience by responding to customer requests and queries promptly and professionally.
- Coordinating our customer support responses over a number of platforms including Zendesk and any other channel we deploy in future.
- Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.
- Collaborating with the Account Management team for your verticals to deliver an exceptional customer experience across all touchpoints and moments of their journey.
- Developing expertise across all of our products and being able to identify when an issue should be escalated.
- Using available data to analyse our current customer support processes, pointing out areas that can be refined and improved.
What Excites Us
- Proven experience in customer service or a customer-facing B2B role within a tech company.
- Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.
- Understanding that customer experience is more than just answering the pressing issue or ticket.
- Experience with technical software which manages customer communications.
- Excellent communication skills, both verbal and written.
- Able to work under pressure and put customers at ease.
- Able to work autonomously as well as being a positive team player.
What's In It For You
- We have a hybrid structure with the requirement of 2 days a week at our London Office (Shoreditch High Street).
- £1,000 annual L&D allowance to invest in mastering your craft, including accredited studies.
- Runa Reset Days - Runa closes on the first Friday of each quarter for a well-deserved Reset Day.
- Summer Hours - In the month of August, we log off at 3pm on Fridays.
- Work from anywhere for up to 45 calendar days a year.
- Participation in the Employee Options pool giving you ownership in Runa.
- Private Medical + Dental Health Insurance with Bupa.
- Enhanced parental leave for all new parents, up to 16 weeks full pay.
Diversity and Inclusion: We are committed to providing a hiring and working experience in which all people feel they are equally respected and valued regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Customer Experience Analyst (Specialist) in London employer: Runa
Contact Detail:
Runa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Analyst (Specialist) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Knowing what makes Runa tick will help you stand out and show you’re genuinely interested in the role.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you’re reading from a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows you’re keen on the position. Plus, it’s a great way to reiterate your interest in Runa.
We think you need these skills to ace Customer Experience Analyst (Specialist) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Analyst role. Highlight your relevant experience in customer service and any tech-related roles, as this will show us you understand what we're looking for.
Showcase Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. We want to see how well you can articulate your thoughts, so don’t hold back on demonstrating your writing skills!
Highlight Problem-Solving Abilities: We love candidates who can think critically and solve problems. Share examples of how you've tackled customer issues in the past and what steps you took to ensure a positive outcome.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Runa
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience, especially in a tech context. Familiarise yourself with common customer pain points and how Runa addresses them. This will help you demonstrate your knowledge and show that you're genuinely interested in improving customer journeys.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved customer issues in the past. Think about specific situations where you identified root causes and implemented solutions. This will highlight your analytical skills and your ability to collaborate with different teams to enhance the customer experience.
✨Familiarise Yourself with Tools
Since the role involves using platforms like Zendesk, it’s a good idea to get acquainted with these tools beforehand. If you have experience with similar software, be ready to discuss how you used it to manage customer communications effectively.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, both verbally and in writing. Since excellent communication is key in this role, consider doing mock interviews or speaking with friends to refine your delivery. Remember, it's not just about answering questions but also about making a positive impression.
