Lead Customer Support Consultant

WHAT MAKES US, US Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp! At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered. If you like what we’re saying, keep reading! WHY THIS ROLE IS IMPORTANT FOR US We are looking for a Lead Customer Support Consultant who will be responsible for providing expert-level support and service delivery to clients, ensuring that complex customer issues are resolved efficiently and effectively. This role focuses on managing escalated client inquiries, providing guidance to junior consultants, and ensuring that support processes align with client expectations and business targets. The Senior Customer Support Consultant works closely with cross-functional teams to troubleshoot, resolve issues, and enhance overall customer satisfaction. WHAT YOU WILL BE RESPONSIBLE FOR Defining, communicating and solving issues by liaising with, and acting as, the intermediary between the customer and their support teams, and SimCorp developers and other consultants like yourself. Investigating customer issues with a large focus on replicating issues internally and diagnosing them with the SimCorp technical teams Verifying for and proposing workarounds for customers while their issue is being resolved. Documenting solutions to recurring issues in the internal knowledge base. Staying in close contact and communicating errors & enhancement requests with local development staff and our colleagues in our central Development Division. Maintaining high level of customer satisfaction with clients and liaising with management at the clients as needed You will be trained and mentored to become highly skilled in your field Working extended hours might also be required on occasion. WHAT WE VALUE A degree in finance/economics. Experience within the financial world e.g. asset management, insurance, pension funds, funds management in general or custodian (experience with SimCorp Dimension is a good addition). Knowledge or high interest in financial issues - theoretical as well as practical. Good communication & organization skills. You have well-developed analytical skills and are used to working in a structured way. You are good at working on & prioritizing multiple tasks at the same time. You are service-minded and have the ability to thrive in a time-sensitive setting, you enjoy as well working in a team. BENEFITS Flexible working hours and hybrid model - 2 days in the office, 3 days remote Modern office (next to Wilanowska metro station) with quiet zones and ergonomic workstations Base salary with annual bonus structure Holiday allowance upon a 2-week vacation Occasional remote work across Poland and international options available (up to 24 days domestic, 20 days international per year - subject to internal policy) Employer-paid Medicover Platinum healthcare package (employee-paid family upgrade available) Multisport card with 75% employer contribution Unum group life insurance (employee-paid upgrade available) Medicover travel insurance for private trips and global business travel insurance Possibility to join Deutsche Börse Group Share Plan (eligible after 1 year) Copyrights program for certain roles Possibility to develop your career in an international environment Professional training and courses provided by SimCorp Polish language classes for foreign employees; German and English classes based on business needs Integration events, volunteering initiatives and employee-led clubs Compensation ranges are being disclosed at the initial stage of candidate engagement. Visit our career pages to learn more about working at SimCorp: www.simcorp.com/career NEXT STEPS Please send us your application in English via our career site. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process. For any questions you are welcome to contact Małgorzata Kobierska, Senior Talent Acquisition Partner, at " [email protected] " . If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks. We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated. WHO WE ARE For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 4,000+ colleagues with a broad range of nationalities, education, professional experiences, ages, and backgrounds in general. SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients. SimCorp is an equal opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated in our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients. #LI-Hybrid