Client Support Team Lead

Job duties:

As a Client Support L1 Team Lead at Parameta Solutions, you will lead from the front in delivering an exceptional client support experience. This role goes beyond day-to-day query handling - you're responsible for setting the standard for service excellence, mentoring other team members, and driving continuous improvement across the support function. You will act as a senior escalation point, manage team performance, and collaborate cross-functionally to ensure client satisfaction and operational efficiency. This role is critical to our Client Experience ambition.

Role Responsibilities:

Client Support

• Serve as a senior point of contact for high-value or complex client issues, ensuring swift and effective resolution.
• Build and maintain strategic client relationships through proactive engagement and trusted advisory support.
• Champion a client-first culture by coaching team members on communication, empathy, and accountability.
• Drive performance to ensure business objectives are met
• Monitor SLA adherence across the team and implement corrective actions where needed.

Client Ticket Oversight

• Manage own ticket resolution with a focus on complex issues
• Oversee the management of high-priority and escalated tickets, ensuring timely and accurate resolution.
• Analyze ticket trends and client feedback to identify recurring issues and drive service improvements.
• Ensure consistent and high-quality documentation of all client interactions in ServiceNow.

Process & Documentation Ownership

• Own and evolve support documentation in Confluence, ensuring it reflects current best practices and is accessible to the wider team.
• Lead initiatives to streamline workflows, reduce resolution times, and enhance the client experience

Cross-Functional Collaboration

·Act as a key liaison between Client Support and internal teams (Product, Sales, Technical, Client Success), ensuring alignment and transparency.

·Represent the support function in internal forums, contributing insights and recommendations to improve service delivery.

·Support recruitment efforts as we continue to build out the function

Experience / Competences

Essential

·Minimum Bachelor's degree is required

·Fluent in English (verbal and written), with the ability to communicate clearly, confidently, and diplomatically.

·Extensive experience supporting B2B clients in Financial Markets, with a proven ability to manage complex queries and escalations.

·Strong leadership skills with experience mentoring or managing junior team members.

·Deep understanding of financial markets, market data, and analytics.

·Demonstrated ability to manage ambiguity, prioritise effectively, and remain composed under pressure.

·Excellent stakeholder management and interpersonal skills, with a client-centric mindset.

·Advanced Excel skills for data analysis and reporting.

·Proactive, solutions-oriented, and committed to continuous improvement.

·Demonstrated proficiency in tools such as Service Now, Salesforce, Snowflake, Power BI and PGS as well as applying strong expertise in Advanced Excel, including data analysis and reporting

Desired

·Proficiency in Bloomberg and Refinitiv platforms, with a strong understanding of their support requirements.

·Experience leading or contributing to process improvement or change initiatives.

·Demonstrates credibility, influence, and sound judgment in both client and internal interactions.

Risk Responsibilities

Ensure that you understand the risks and controls on your department; what could go wrong, what controls you have to prevent/detect or contain these.

All staff have defined risk management responsibilities. The Group imposes additional responsibilities on line-managers and senior managers. It is critical that all staff discharge their risk management responsibilities when undertaking their role. Specific responsibilities are incorporated into employee objectives, and your performance against these objectives will be assessed as part of the firm's performance management process. You will also be required to confirm that you have discharged your risk management responsibilities through the annual risk management attestation process.

Maintenance

The job description will be maintained by the manager of the department. It will be updated if there are changes to the duties and/or responsibilities.

This job description is subject to the terms and conditions of your Employment or Service Agreement and Handbook.  You shall perform other such duties as the Company or any Group Company may reasonably require