Customer Success Associate

Bipsync is a fast-growing financial technology SaaS company with a product thoughtfully designed to optimise research management. Our customers include the world’s leading investment management firms, including fund and asset managers and asset allocators. You will be joining an established Customer Success team and will be entrusted with managing client relationships and looking after the well-being of Bipsync users. Bipsync has a blended office policy: combining the flexibility to work from home on a periodic basis along with collaborative in-office days at our Industrious-managed office at 25 Broadway. Competitive salary with the potential for a discretionary bonus on top of the base salary. We offer significant benefits in an exciting, friendly and flexible work environment. About Bipsync Bipsync is a leading provider of research and workflow management solutions purpose-built for investment management. We use modern technologies, agile processes, and user-centered design to drive speed, agility, quality, and efficiency into our clients’ processes to drive better decisions, faster. Bipsync clients span the entire investment management industry across asset class, strategy and size. The world’s largest allocators right through to pre-launch fund managers rely on Bipsync as a single system of record and modern productivity environment to help them power their unique investment processes and drive operational excellence. The Research Management market is worth billions of dollars, but until now has been served by old-fashioned, legacy software companies. Our modern, mobile-friendly, design-focused product quickly established a foothold and reputation, and now wins over most clients when we’re up against the competition. The opportunity is massive. We’re a fast-growing business with solid investment, a proven product strategy and a lucrative target market. This brings a number of benefits, including a high level of autonomy, a tightly-knitted team, and a lack of bureaucracy. The Bipsync team is driven by creative people who want to build extraordinary products for an underserved market. About The Role The Customer Success Associate will play a vital role in supporting and enhancing the experience of Bipsync's clients. This role is focused on providing day-to-day support, troubleshooting, and onboarding assistance. The Associate will interact with their colleagues and clients to address issues, guide them through using our platform, and support the broader Customer Success team with ongoing client projects. This role requires strong problem-solving skills, attention to detail, and a passion for customer service. Responsibilities Building strong business relationships : Promptly manage and respond to client inquiries through various channels, ensuring timely and effective communication. Conduct user training sessions to empower clients with the skills and knowledge to maximize Bipsync’s value. Proactively troubleshoot and resolve client issues, maintaining a high standard of service and responsiveness. Handle and respond to client support requests via email, video conferencing, and support ticketing systems, ensuring issues are addressed comprehensively. Foster and maintain strong client relationships to enhance satisfaction and loyalty, acting as a trusted point of contact. Working cross functionally to provide insights and feedback: Act as a liaison between clients and the Product team, advocating for client requests and ensuring alignment with client needs. Track and manage tickets, keeping clients informed of status updates and notifying them upon resolution. Requirements Bachelor's degree and 1-3 years of experience in customer support, client services, or a related field. A finance or economics type Bachelor's Degree is beneficial. Ability to work independently and as part of a team in a fast-paced environment. Excellent communication skills with a friendly, client-centered approach to service. Strong organizational skills with the ability to manage multiple support requests and prioritize tasks effectively. A problem-solving mindset with the ability to troubleshoot basic technical issues. Experience in investment management or SaaS is a plus but not essential. Previous experience using web-based applications. Comfortable using approved AI tools to improve speed and quality (e.g., summarizing ticket context, drafting clear client responses, and creating internal notes) and to follow repeatable prompt-based workflows, while checking accuracy and following data/privacy expectations. Competitive salary and discretionary bonus opportunity. 401(k) plan with employer matching. Employer-funded life insurance and disability coverage. FSA and HSA options. Enhanced parental leave and family‑friendly policies. Mental health, wellness and employee assistance programmes. Flexible blended working and genuine work‑life balance. Home office budget and new‑hire equipment package. Ongoing learning, mentoring and career development opportunities. Regular team events, lunches and celebrations. Diversity and Inclusion Bipsync is proud to be an equal opportunities employer. Our inclusive culture empowers all of us to collaborate, belong, learn and grow. We recruit and reward based on capability and performance and encourage applications from all backgrounds and communities. We’re committed to having a team that is made up of diverse skills, experiences and abilities and we value the positive impact that difference has on our teams. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr