Job Description
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| Job Title: | Technical Account Manager, Elwood Capital Management Limited, London |
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| Department: | Product |
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| Reports to: | Head of Product (in London) |
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| Jurisdiction: | London |
Elwood is a fast-growing, London-based FinTech, we have built a digital asset trading infrastructure for institutional investors. Our seamless end-to-end platform connects to global crypto exchanges, custodians, and liquidity providers, via a single Application Programming Interface (API). Built by industry experts with decades of combined experience in investment management and digital technology. Elwood provides market infrastructure at scale, enabling financial institutions, neobanks, and corporations to access digital asset markets quickly and efficiently.
| Summary/Job Purpose |
| To Join our Product Team based in London where you will contribute to the customer support, support workflows and problem solving requirements of the London office whilst working closely with the Engineering Team. |
| Role Responsibilities |
- Provide Customer support to Elwood customers by investigating and troubleshooting and resolving customer issues via live chat and email
- Showing ownership and accountability for offering solutions to help and benefit our customers
- Manage, prioritize and respond to Tier 1, 2, 3 customer issues enquiries and escalations
- Engage with customers and collaborate with third parties and partners as required to feedback on Elwood products and services
- Provide feedback to product/engineering teams on Elwood product and service improvements and technical issues
- Gather customer requirements and articulate appropriate technical and non-technical solutions
- Proactively create and drive impactful changes across support workflows, policies and tools
- Assist with Elwood customer onboarding and success of the customer relationship
- Expertise in creating customer support documentation for Elwood customers
| Competencies | | Values | - Accountable: Takes responsibility for efficiently carrying out the roles, to meet and exceed the expectations of colleagues and intermediaries
- Aligned: Focused on delivering outstanding outcomes and a brilliant experience for all stakeholders
- Approachable: Exhibits friendly dialogue with our stakeholders, intermediaries and colleagues and shares our knowledge and expertise where appropriate
- Good teamplayer: Proactive member of the team, looking to assist individuals within the team
- Open and transparent: Open to new thoughts and ideas whilst finding new ways for their ideas to work and willing to listen to others. Transparent in all dealings within their role
| | Qualifications / Knowledge | - Background in financial trading systems and software
- Awareness and passion for blockchain and cryptocurrency
- Demonstrating pro-activity and accountability
- Knowledge of Financial services/trading industry
- Crypto (Desirable)
- Project Management
| | Systems | | | Compliance | - An understanding of compliance with all relevant regulations, policies and procedures
| | Core Competencies / Skills | - Motivation to succeed and deliver results in line with expectations
- Experience in creating new client support processes
- Experiencing supporting customers with technical and product issues
- Experience with different channels of support
- Ability to work under pressure with strong attention to detail
- Effective communicator with strong emotional intelligence
- Good organisational skills with the ability to manage tasks effectively
- Ability to understand challenging problems, find solutions and drive process improvement
| | Ethics | - Maintains and promotes high ethical standards by demonstrating honesty, integrity and fair dealing at all times internally and externally, promoting and enhancing the good reputation of the business
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