Customer Support Analyst

intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best – as people and businesses - by working together and always striving to get better without fearing failure.

We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.

Who is intelliflo? Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.

We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.

intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Job Description

Key Responsibilities / Duties

• Deliver efficient, accurate, and tailored support across live chat, phone, and community channels, ensuring every customer interaction is handled with professionalism and care
• Initiate proactive outreach via outbound calls and emails to anticipate customer needs and foster stronger relationships
• Maintain meticulous records of all customer interactions in the CRM system, ensuring data integrity and traceability
• Take the lead in creating impactful digital content for the community knowledge base
• Investigate and resolve customer queries independently where possible or escalate to the Customer Support Manager with clarity and context
• Triage and escalate defects to the dedicated defect team in a timely manner
• Liaise with third-party providers and partners to drive resolution of complex cases, maintaining a seamless customer experience
• Configure customer intelliflo office accounts with personalised settings to ensure optimal functionality and alignment with individual user needs
• Conduct weekly onboarding calls with new customers to guide them through setup, address initial queries, and ensure a smooth transition onto intelliflo office
• Organise and host customer-facing events to foster engagement, share product insights, and strengthen relationships
• Work cross-functionally with internal departments to uncover solutions for customer queries, promoting a unified support approach
• Test defect fixes to validate functionality and ensure seamless performance post-resolution
• Conduct pre-release testing of new features to ensure customer queries can be addressed effectively from day one
• Continuously expand product knowledge to confidently resolve customer issues and provide insightful guidance
• Champion CRM excellence by recording interactions with precision and consistency
• Identify and implement meaningful improvements that elevate the customer experience and streamline support processes
• Recognise and document individual knowledge gaps to support targeted learning and development
• Provide interdepartmental support on customer-related matters, fostering collaboration and shared accountability
• Perform general administrative duties with diligence and attention to detail, supporting the smooth operation of the support function

Key Performance Indicators & Measures

Skills & Competencies

Key Deliverables

Stakeholders

Knowledge Requirements

Full Time / Part Time Full time

Worker Type Employee

Job Exempt (Yes / No) No

Workplace Model intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.

What’s in it for you? intelliflo offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.

Our commitment to diversity, equality, and inclusion Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.

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