Customer Support Team Lead (UK)

About the role

TAINA are looking for a Customer Success Team Lead to join our growing team in London. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, technology-driven environment, we may have the perfect opportunity for you. We’re writing world class software for financial institutions, and we are offering a genuine opportunity to get your hands on our cutting-edge tech and grow with the company. Responsibilities include:


Responsobilities include:

  • Lead and manage the customer success team, providing guidance, support, and mentorship to team members
  • Set clear goals and expectations, monitor performance, and provide ongoing feedback to drive individual and team success
  • Be the friendly face and voice of TAINA, acting as the first point of contact for customer enquiries
  • Log and track all customer issues raised to the Helpdesk, ensuring no query goes unanswered
  • Take ownership of each issue, going above and beyond to provide prompt and effective resolutions, ensuring an optimal customer experience
  • Identify and assess customer needs and provide solutions and follow-up to ensure total satisfaction
  • Create and deliver comprehensive training programmes to customers, ensuring they are equipped to understand the benefits and optimise the use of our platform
  • Maintain and update our knowledge base, ensuring a valuable resource for customers and colleagues alike
  • Champion excellent customer service at all times, making sure the customer’s voice is heard and shared with the wider team
  • Embrace a growth mindset and contribute to the enhancement of our service by suggesting and implementing improvements
  • Collaborate with cross-functional teams, sharing your expertise and contributing to the overall success of our platform

 

Experience/skills we are looking for:

  • Minimum of 2 years experience in a customer success leadership role
  • Proven experience in Financial Services and a background providing high-level technical support to high-profile customers
  • Strong leadership and people management skills, with the ability to inspire and motivate a team
  • Experience working in SaaS
  • Experience in trouble-shooting technology, networking and API issues/queries
  • Ability to replicate, test and identify complex issues
  • Someone who is curious and can focus to quickly identify where there is a problem
  • Ability to learn fast with a through understanding of product knowledge training and how to become a TAINA product expert quickly
  • Experience translating complex technical information to non-technical audiences
  • Experience in regulatory compliance and/or tax operations is highly desirable

 

About you

  • You are self-motivated and genuinely care about the success of our product
  • You are always professional and strive to deliver excellence for our customers
  • You have an analytical mindset and are proactive in solving problems
  • You love working collaboratively and as part of a close-knit team
  • You care about adopting best practices and know how to deliver results efficiently
  • Your attention to detail is next level and you are meticulous about quality
  • You appreciate the importance of fast and focused execution
  • You love learning and every day is a school day!

 

About us

TAINA is the market leading FATCA and CRS Validation platform that is revolutionizing the way that financial institutions of all types manage FATCA, CRS and QI compliance. TAINA’s fully automated platform is being used at scale by the world’s largest and most sophisticated financial institutions to revolutionize their customers’ experience and compliance.

 

TAINA’s Platform is the most automated of any in-house or commercially available tax operations solution, delivering the highest return on investment and fastest deployment. The TAINA Platform validates FATCA and CRS forms in all formats, saving our clients costs and time, reducing their risk and radically improving their customer and investor experience.

TAINA is a Level39 RegTech start-up which has won the European and the Global New Venture Challenges 2017. We are growing very fast and have a very diverse and supportive team. Our team are our family, we want you to stay with us for the long term and grow with us. We live by our core fundamentals:

 

Teamwork and Collaboration | Ownership | Customers | Professional Standards

 

Why work for TAINA?

  • Share options
  • Health insurance
  • Pension scheme
  • Learning and development opportunities
  • Flexible working
  • Innovation time to research new technologies and tools
  • Collaborative working environment
  • Access to workspace in Canary Wharf's most iconic building

 

Interview process:

  • Culture video call
  • Hiring manager video call
  • Team video call

Apply Now