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- Tasks: Provide top-notch customer support and solve queries in a fast-paced environment.
- Company: Join Suade, a leading RegTech company with a diverse and inclusive culture.
- Benefits: Enjoy flexible holidays, a generous pension scheme, and a £500 work-from-home budget.
- Why this job: Make a real difference by helping clients navigate our cutting-edge technology.
- Qualifications: Experience in SaaS support, strong problem-solving skills, and excellent communication.
- Other info: Great career growth opportunities and a collaborative team atmosphere.
The predicted salary is between 36000 - 60000 £ per year.
Suade's success is built on grit, determination, and our proven ability to develop cutting-edge technology to create the next generation of RegTech. The customer support specialist is key in continuing to provide world-class customer service. You will use your experience working in the SaaS environment and closely work with our account managers and delivery teams to ensure that our clients receive proper answers to their queries and that our product is in line with their expectations.
Job Summary: The Support Engineer will be responsible for providing high-quality technical support as well as product support to our clients and internal teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping customers. You will be the first point of contact for all issues and will work closely with our engineering and product teams to ensure customer satisfaction.
Responsibilities:
- Be the first line of contact with our clients, solving their information queries and providing workarounds when necessary.
- Provide clear and concise explanations to customers, ensuring they understand the issue and resolution steps.
- Escalate unresolved issues to higher-level support or development teams, providing detailed documentation of the issue and troubleshooting steps taken.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the resolution.
- Empathise with our clients and see the system from their perspective to find long-term solutions rather than short-term wins.
- Maintain accurate records of customer interactions and support activities in our ticketing system.
- Create and update support documentation, FAQs, and knowledge base articles to assist customers in resolving common issues independently.
- Work closely with other support engineers and cross-functional teams to share knowledge and best practices.
- Participate in regular team meetings and training sessions to stay updated on product changes and improvements.
- Contribute to a positive and collaborative team environment.
Basic understanding of financial products (Securities, Derivatives, etc.) and the ability to communicate technical information to non-technical staff in a way that is easy to understand. Basic knowledge of Excel (formulas, pivot-tables). Highly organised, the capacity to multitask and work within short time constraints. Quick learner, self-motivated, detail-oriented, and able to work with minimal supervision. Excellent English verbal/listening and written communication skills with demonstrated ability to communicate effectively with cross-functional teams.
Preferred Requirements:
- Previous experience working as a Business Analyst, Technical Support, QA or Software Development in SaaS environments in the regulatory space.
- Previous experience working with support desk tools (Zendesk, Freshdesk, Jira, etc.).
- Previous experience working with engineering teams.
- Familiarity with at least one of the reporting requirements: COREP/FINREP/LIQUIDITY/IFR/MAS610.
- Basic knowledge of Python and SQL.
25 days holiday + Bank Holidays. Flexible holiday – choose when you take your holidays by opting out of bank holidays if you would like! Additional annual leave holiday – An extra day of annual leave for every 3 years you work at Suade in addition to your existing 25 days on a pro-rata basis. Company Pension. Maternity leave and extraordinary paternity leave. Flexible working hours. Company laptop. Work from home budget/homeset up: £500 for new starters. £500 annual training/development subsidy. Perkbox.
Customer Success / Customer Support - London - 2026 employer: Suade
Contact Detail:
Suade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success / Customer Support - London - 2026
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer support. Think about how you'd handle specific situations and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer success! During interviews, highlight your commitment to helping clients and improving their experience. Share examples of how you've gone above and beyond in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our awesome team at Suade.
We think you need these skills to ace Customer Success / Customer Support - London - 2026
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success role. Highlight your experience in SaaS environments and how it aligns with our mission at Suade. We want to see how you can contribute to our world-class customer service!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled customer issues in the past. We love candidates who can demonstrate their ability to empathise with clients and find long-term solutions, so don’t hold back on those success stories!
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon unless it's relevant. We appreciate well-structured applications that are easy to read and get straight to the point.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Suade!
How to prepare for a job interview at Suade
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around SaaS and financial products. Familiarise yourself with common issues that customers face and how to resolve them. This will show that you're not just a good communicator but also technically savvy.
✨Empathy is Key
During the interview, demonstrate your ability to empathise with customers. Share examples of how you've resolved customer issues in the past by putting yourself in their shoes. This will highlight your problem-solving skills and your commitment to customer satisfaction.
✨Showcase Your Team Spirit
Suade values collaboration, so be ready to discuss how you've worked with cross-functional teams in previous roles. Talk about specific instances where you shared knowledge or best practices, as this will illustrate your ability to contribute positively to the team environment.
✨Prepare Questions
Have a few thoughtful questions ready for your interviewers. Ask about the tools they use for support, how they measure customer satisfaction, or what challenges the team is currently facing. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
