Simply Wall St

• Responding to complex customer queries via email or video call. • Help drive positive change throughout the business by identifying and solving customer issues.

• Own the CX strategy for individual investors and senior B2B clients alike. • Partner with our Support Manager in the Philippines to introduce AI-driven automation, optimise workflows, and shift the team toward high-value interactions. • Lay the foundations for a scalable B2B Customer Success capability, focusing on retention, engagement, and value realisation. • Design structured 7, 30, 60, and 90-day onboarding journeys that turn new sign-ups into power users. • Own the support experience across chat and email, driving metrics like CSAT and resolution speed. • Implement modern tech solutions, including AI-driven deflection and help centre optimisation, to reduce manual work. • Provide strategic direction to our offshore team, identifying coaching and quality improvement opportunities. • Develop frameworks and strategies for churn reduction, retention, and B2B revenue growth. • Build direct relationships with key B2B stakeholders to ensure they are realising maximum value from our platform. • Act as the "Voice of the Customer" internally, collaborating with Product, Engineering, and Marketing to remove friction points. • Use data and dashboards to track customer health and inform product development. • Work closely with Product and Marketing to ensure customers clearly understand and realise the value of the platform. • Own the customer tech stack and ensure tools are effectively utilised. • Identify opportunities to better leverage existing systems and introduce new technologies where needed. • Develop dashboards and reporting to track customer health, retention, and support performance. • Use data to inform decisions and continuously optimise the customer experience.

• Develop and execute holistic, multi-channel growth strategies • Dive into internal and external analytics platforms to review reporting • Design and lead high-velocity A/B testing • Lead the management and growth of our affiliate channel • Oversee marketing spend across all acquisition channels • Ensure all creative and content is on-brand • Partner with Product, Engineering, and Design teams • Communicate growth performance to the wider business • Manage external agencies and contractors