Lead Customer Support Consultant

WHAT MAKES US, US

Join some of the most innovative thinkers in Fin Tech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to Sim Corp! At its foundation, Sim Corp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous.

Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered. If you like what we’re saying, keep reading!

We are looking for a Lead Customer Support Consultant who will be responsible for providing expert-level support and service delivery to clients, ensuring that complex customer issues are resolved efficiently and effectively. This role focuses on managing escalated client inquiries, providing guidance to junior consultants, and ensuring that support processes align with client expectations and business targets. The Senior Customer Support Consultant works closely with cross-functional teams to troubleshoot, resolve issues, and enhance overall customer satisfaction.

• Defining, communicating and solving issues by liaising with, and acting as, the intermediary between the customer and their support teams, and Sim Corp developers and other consultants like yourself.
• Investigating customer issues with a large focus on replicating issues internally and diagnosing them with the Sim Corp technical teams.
• Verifying for and proposing workarounds for customers while their issue is being resolved.
• Documenting solutions to recurring issues in the internal knowledge base.
• Staying in close contact and communicating errors & enhancement requests with local development staff and our colleagues in our central Development Division.
• Maintaining high level of customer satisfaction with clients and liaising with management at the clients as needed.
• You will be trained and mentored to become highly skilled in your field.
• Working extended hours might also be required on occasion.

A degree in finance/economics. Experience with in the financial world e.g. asset management, insurance, pension funds, funds management in general or custodian (experience with Sim Corp Dimension is a good addition). Knowledge or high interest in financial issues - theoretical as well as practical. Good communication & organization skills. You have well-developed analytical skills and are used to working in a structured way.

You are good at working on & prioritizing multiple tasks at the same time. You are service-minded and have the ability to thrive in a time-sensitive setting, you enjoy as well working in a team.

• Flexible working hoursand hybrid model - 2 days in the office, 3 days remote
• Modern office (next to Wilanowska metro station) with quiet zones and ergonomic workstations
• Base salary with annual bonus structure
• Holiday allowance upon a 2-week vacation
• Occasional remote work across Poland and international options available (up to 24 days domestic, 20 days international per year - subject to internal policy)
• Employer-paid Medicover Platinum healthcare package (employee-paid family upgrade available)
• Multisport card with 75% employer contribution
• Unum group life insurance (employee-paid upgrade available)
• Medicover travel insurance for private trips and global business travel insurance
• Possibility to join Deutsche Börse Group Share Plan (eligible after 1 year)
• Copyrights program for certain roles
• Possibility to develop your career in an international environment
• Professiona…