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.
- Other info: Enjoy flexible work options and opportunities for professional growth.
- 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.
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
Runa is an exceptional employer, offering a dynamic work environment in the heart of Shoreditch, London, where innovation meets collaboration. With a strong focus on employee growth, Runa provides generous learning and development allowances, flexible working arrangements, and unique benefits like Runa Reset Days and summer hours, ensuring a healthy work-life balance. Join a team that values mentorship and ownership, empowering you to make a significant impact in the rapidly evolving digital payments landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Analyst (Specialist) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Runa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Runa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Analyst (Specialist) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Runa:Your cover letter is your chance to shine! Tell us why you want to work at Runa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Runa!
How to prepare for a job interview at Runa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
