Client Service Operations Analyst

Finsight (www.finsight.com) creates high-reliability financial technology that provides unparalleled visibility and actionable insights into capital markets. Our applications streamline workflows that facilitate hundreds of billions of dollars worth of capital markets activity annually for all the major investment banks and many of the world's largest global corporations. We are headquartered in New York City with offices in London, Singapore, Kyiv, Hong Kong, Miami and Manila. We are a friendly, close-knit team of motivated and open-minded individuals committed to personal development, solving real problems and delivering excellent products and services to our clients.

About the role

We are expanding our presence at our headquarters in New York City. As a Client Service Operations Analyst, you will be a product expert and frontline partner for our clients, specifically supporting our flagship platforms Deal Roadshow and Evercall. You will work closely with clients to ensure service excellence and support multiple internal business segments including operations, finance, development, and sales.

What you will learn / reinforce in this role:

• How to deliver exceptional service on a consistent basis, both internally across several business segments, and externally to clients within the global financial industry
• The mechanics of electronic roadshows and moderated live events used by Wall Street's top banks
• Strong time management practices
• Clear and concise written and verbal communication
• The ins-and-outs of running a software services company
• How to use audio editing software (Descript)
• Basics of capital markets (i.e. “Wall Street”)

Responsibilities

• Providing best-in-class phone, email and live chat service for Deal Roadshow and Evercall in a fast-paced environment
• Facilitating communication among internal and external stakeholders
• Recording and editing corporate, audio-based media presentations using virtual conferencing and audio editing software (i.e. Descript, Zoom, Microsoft Teams)
• Coordinating business conference calls and live web events
• Industry research, data entry and data verification
• Client onboarding and product training
• Application testing and quality assurance to identify and report any issues or bugs
• Preparing and maintaining operational procedures to facilitate service and support
• Soliciting and internally communicating client feedback

Requirements

Hard Skills

• 1–2 years of experience in a client-facing or professional services role (required)
• Adept with computers and related technologies, including software applications, internal systems, and productivity suites (e.g., Microsoft Office and Google Workspace)
• Proficiency in locating, analyzing and verifying information using advanced online research techniques (i.e., knowing how to find things online beyond simply “Googling it”)
• Exceptional interpersonal and customer service skills, consistently exceeding expectations through active listening, understanding client needs and delivering thoughtful, timely responses

Soft Skills

• Demonstrated critical thinking and problem-solving abilities: Skilled at analyzing complex, nuanced client inquiries and drawing informed conclusions to develop tailored, client-centric solutions
• Attention to detail with strong project management skills: Capable of managing multiple priorities simultaneously, balancing deliverables and deadlines without compromising quality
• Proactive and solutions-oriented: A self-starter who thrives in high-touch client environments, confidently navigating impromptu challenges and offering thoughtful resolutions with minimal oversight
• Strong time management and execution skills: Demonstrates the ability to stay organized, meet deadlines, and follow through consistently in a dynamic, fast-paced setting
• Clear and effective communicator: Communicates with clarity and confidence, both in writing and verbally, ensuring alignment both internally and externally
• Positive attitude and coachability: Embraces feedback, is eager to learn, and approaches collaboration with an open mindset
• Highly reliable and trustworthy: Maintains professionalism, discretion, and consistency, earning the trust of clients and colleagues alike

Schedule

• 9:30AM to 6:30PM ET, Monday to Friday
• 10:00AM to 7:00PM ET, Monday to Friday

Location

New York City: Midtown Manhattan

Pay

New York City: $66,300+ annually

End of Year Discretionary Bonus

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Vision insurance
• 401(k)
• 3 weeks of paid vacation
• Fully stocked snack room

This is an in-office position.