Client Services Analyst

About the role

In this role, you will be the primary contact for client inquiries, addressing account and trading questions while ensuring a high-quality support experience. The position involves working in a dynamic environment with a focus on meeting service-level agreements and maintaining excellent client relationships.

The client services team values culture fit and offers a supportive workplace. You will collaborate with various internal teams to resolve client issues and contribute to process improvements, all while adapting to frequent changes in procedures and technology.

The salary range for this role is between $75,000 and $125,000.

Who this role suits

• You have a degree and 1-4 years of experience in a client-facing role.
• You excel in communication and have a strong attention to detail.
• You thrive in fast-paced environments and can handle multiple tasks simultaneously.
• You are proactive in identifying issues and proposing solutions.

From the employer

• Serve as the primary point of contact for client inquiries, including requests from Sales and Account Management; this role requires participation in rotational shifts, including weekends.
• Support clients with account and trading inquiries, consistently meeting service-level agreements and ensuring a seamless support experience.
• Collaborate with internal Support and Development teams to resolve client issues promptly and provide accurate information.
• Maintain and update knowledge articles, FAQs, user manuals and related documentation. Proactively monitor trading system health and escalate to internal technical teams as required.
• Coordinate with cross-functional colleagues to establish and sustain strong interdepartmental working relationships.
• Adapt to frequent procedural and technological changes, meeting deadlines while complying with evolving regulations and internal processes.

• Degree-level education with 1–4 years of experience in a client-facing role.
• Fluency in English, with excellent interpersonal and communication skills, both written and verbal, at all organizational levels.
• Strong attention to detail and organizational skills, with a track record of meeting deadlines and taking ownership of assigned responsibilities.
• Ability to manage multiple tasks with conflicting deadlines while maintaining a high degree of accuracy.
• A proactive approach to researching and resolving issues, using a logical and analytical mindset to identify problems and propose solutions.
• Experience contributing to process improvement and operational optimization, with a drive to identify opportunities for change.
• Ability to perform effectively under pressure and adapt rapidly to a dynamic work environment.
• A strong team ethos and collaborative mindset, with availability to work shifts, including non-standard hours and weekends.