Junior Support Analyst, Xelix

• The successful candidate would have excellent technical acumen, organisational and communications skills and a drive to ensure the client experience matches our culture and helps build enduring relationships with our customers
• They will be a proactive, resourceful multitasker with at least one year of experience in a customer facing role
• You’ll excel here if you love helping people, have strong problem-solving skills, and can adapt quickly to changing priorities in a collaborative environment
• Experience in customer support, accounting or accounts payable is a plus but not required
• Experience: At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required
• Adaptability: Strong time management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast-paced environment, effectively multitasking and handling shifting priorities
• Customer-Centric Mindset: A customer-first approach, with a genuine passion for helping customers feel valued and heard
• Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem-solving skills
• Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service
• Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences
• Education: Bachelor’s degree or equivalent experience, preferably in a related field

• The Support Analyst assists customers with addressing any issues they have with the Xelix platform
• They are responsible for reviewing tickets raised by the customers and resolving them in an expedient manner
• This is an exciting role working that collaborates regularly with numerous other functions within the company, like Customer Support
• Professional Services, Product and Engineering
• The role is critical in ensuring that any customers of Xelix are able to use the platform as designed
• The ability to trouble-shoot and resolve technical issues is a key element of the role
• Proactively handle technical and non-technical customer queries, providing efficient and effective solutions
• Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers
• Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements
• Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns
• Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources
• Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction
• As you evolve in the role, you will also assist in platform maintenance activities such as:
• Checking the data logs to proactively highlight any issues with Live customers usage of the platform
• Assisting the Support team members with any error resolution on customer files or platform
• Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers
• Supporting ad-hoc queries from Customer Success teams on platform behaviour

• Learning & development culture – £500 personal annual budget
• We’re carbon-neutral and are working towards ambitious carbon reduction goals
• Lots of team socials & activities
• Annual team retreat
• On-site Gym
• 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
• Hybrid working with two days a week from our dog-friendly Hoxton office
• Comprehensive private medical & dental cover with Vitality
• Enhanced parental leave

Total funding: $5m

Xelix helps enterprise finance teams detect high-risk transactions and prevent financial losses driven by error or fraud. The solution also provides a deep analytics capability in the areas of cash management & supply chain performance.