Client Services Lead

at  EXANTE

ABOUT EXANTE

EXANTE is a wealth tech company that provides centralized trading solutions and B2B financial infrastructure that helps create value through technology.
Our proprietary trading platform enables direct market access to +1M financial instruments, including stocks, ETFs, bonds, futures, and options, from a single multi-currency account.

We are a fast-growing global company with 600+ employees across 70+ locations, representing 60 nationalities, all of us following the same guiding principles:

• We believe that freedom is an inherited right
• We are catalysts
• We defend privacy
• We cater to our customers to an unprecedented degree

As a Financial company, we know our investment priorities. We invest in our people.
Join us in creating a new standard for wealth management: https://exantecareers.com

ESSENTIAL REQUIREMENTS

Proven experience: A significant track record of success in a client service leadership role, ideally within a fast-paced and demanding environment (e.g., technology, finance, e-commerce).

Team management expertise: Demonstrated ability to lead, motivate, and develop a high-performing client service team. This includes experience with:

• Performance management (setting objectives, providing feedback, conducting reviews)
• Coaching and mentoring
• Hiring and onboarding new team members

Operational excellence: Strong understanding of client service operations and key performance indicators (KPIs). Experience with:

• Queue management and workflow optimization
• Service Level Agreement (SLA) management
• Escalation handling and incident management
• Workforce planning and scheduling

Communication and interpersonal skills: Excellent written and verbal communication skills, with the ability to build rapport with clients and stakeholders at all levels.
Problem-solving and analytical skills: Proven ability to analyze data, identify trends, and develop solutions to improve service quality and efficiency.
Collaboration and teamwork: A strong team player with the ability to work effectively with other departments (e.g., Service Design, Quality Assurance).
Proficiency in reporting: Experience in generating and presenting reports to senior management, including both quantitative and qualitative data.

DESIRABLE REQUIREMENTS

• Industry knowledge: Familiarity with the specific industry in which the company operates.
• Technical skills: Proficiency in relevant CRM software and other client service tools.
• Project management experience: Ability to manage initiatives such as help center development and process improvement projects.
• Knowledge of quality assurance methodologies: Understanding of best practices in quality assurance and agent development.
• Experience with service design principles: Familiarity with service design thinking and its application to client service.

ABOUT THE ROLE

The Client Services Team Lead plays a crucial role in ensuring exceptional service delivery to our valued clients. This leadership position directly supervises the Client Services team, providing guidance, support, and direction to enhance team performance and maintain the highest quality of service.
Reporting line: Head of Client Services
Location: UK
Worksite: Remote