Client Support Desk Lead

vor 2 Wochen

Lausanne, Schweiz Evooq Vollzeit

At Evooq, we are building an ecosystem of solutions that combine data, technology and investment expertise.
- Finance professionals use our solutions to rapidly identify investment opportunities, make informed decisions and manage the risk and the lifecycle of the investments. Moreover, Evooq is organized through highly autonomous teams and by privileging trust and responsibility.

As the head of the Client Support Desk, you will be responsible for overseeing support activities. You will play a crucial role in driving customer satisfaction, optimizing workflows, and fostering a high-performance culture within the team of Client Support Desk. Overall, your primary goal as a Client Support Desk Lead is to ensure the delivery of excellent client service, efficient incident resolution, and continuous improvement in Client Support Desk operations.

**As a Client Support Desk Lead you will**:
**Client Support Desk**:

- Overseeing the daily operations of the Client Support Desk and ensuring that it operates smoothly. This involves managing the ticketing system, monitoring service levels, and ensuring timely resolution of client issues.
- Building and maintaining strong relationships with clients by understanding their needs, addressing their concerns, and ensuring their satisfaction. You may interact with clients directly to handle escalations or high-priority issues.
- Incident Management: Managing and coordinating the resolution of incidents reported by clients. This includes prioritizing issues based on severity, assigning resources, and ensuring that incidents are resolved within agreed-upon service level agreements (SLAs).
- Problem Management: Identifying recurring issues or underlying problems and working with the appropriate teams to implement long-term solutions. Analyzing incident data, conducting root cause analysis, and initiating preventive measures to reduce future incidents.
- Process Improvement: Continuously improving Client Support Desk processes and procedures to enhance efficiency and customer satisfaction. This may involve reviewing and updating documentation, implementing automation tools, and recommending changes to workflows.
- Reporting and Analytics: Generating reports on Client Support Desk performance, such as ticket volumes, response times, and client satisfaction metrics. Analyzing data to identify trends, areas for improvement, and opportunities to optimize service delivery.
- Collaboration: Collaborating with other teams, such as Account Management, Technology, Product Development to ensure seamless coordination and effective problem resolution. This involves fostering strong working relationships and effective communication across departments.
- Continuous Learning: Staying updated with the latest industry trends, technologies, and best practices in Client Support Desk management. Attending training sessions, webinars, and conferences to enhance your skills and knowledge.

**Leadership and Team Development**:

- Provide strategic direction and leadership for the Client Support team,located in Switzerland and Singapore.
- Implement and enforce best practices to increase quality and reliability of the support activities.
- Foster a positive and inclusive work environment, promoting collaboration, teamwork, and professional development.
- Set clear goals and performance expectations for the teams, monitoring progress and providing constructive feedback.
- Identify skills gaps and training needs, implementing training programs and initiatives to enhance team members' capabilities.
- Knowledge Management: Maintaining a knowledge base and ensuring it is up to date with relevant information, known issues, and solutions. Promoting knowledge sharing among team members and encouraging self-service options for clients.
- Build strong relationships with internal stakeholders and promote effective communication and cooperation across departments.

**As a Client support desk lead you will need**:

- Strong interest in financial services and products.
- Proven experience in leading international teams.
- Excellent communication skills and a genuine desire to help clients in a friendly, empathetic and patient manner.
- Solution-oriented mindset, with the ability to process and resolve issues quickly.
- Being responsible and proactive in performing daily tasks as well as in tackling new issues.
- Being autonomous, analytical and paying attention to details.
- Eager to learn.
- Experience of service desk tool, such as ZenDesk or equivalent
- Basic command of Microsoft Excel and SQL/Database. Some knowledge of programming languages, JIRA, and ticketing tool are a plus.
- Excellent written and verbal communication skills in English and French, German is a plus.
- Be able to manage your own time while being a team player.
- Be curious and motivated to gain a deep understanding of how our products work.

**Why us**:

- We strongly advocate humility, curiosity, and pragmatism - which is evident by the w

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