Customer Experience Analyst Jobs

Runa is pioneering a first-of-its-kind payment rail capable of issuing, sending and accepting digital value at scale.

Banking and card payment infrastructure still struggles to serve low-volume, high-velocity payments both locally and globally. Businesses send over $20 trillion in refunds, rewards, or remittances to consumers, employees, or freelancers, every year and waste thousands of hours, incurring costs of up to 50% per transaction and leaving the people they serve waiting days to receive their money.

Runa’s is transforming the payouts landscape with a new digital payments infrastructure that enables businesses to send digital value to anyone, anywhere instantly, free of charge for senders and recipients. Recipients can immediately spend the value they receive on the Runa network including 2000 plus merchants across 30 countries, completely independently of the legacy card rails. Hundreds of leading companies rely on Runa to power instant, flexible global payouts to tens of millions of consumers including Sodexo, TopCashback, Perkbox, Sweatcoin, Coinbase and Globetopper.

We are committed to providing a hiring and working experience in which all people feel they are equally respected and valued regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You can read more about our team here- Diversity & Inclusion

Whilst this position is remote first, we have a preference for this person to be based in the New York City area, and will be prioritising applications from candidates in these locations.

The Team

The Customer Experience team is the key point of contact for gift card recipients and our customers for any issues they may have within the end to end gift card journey, from purchase to redemption.

Our day-to-day involves working with customers, brands, data processors and internal teams to establish the right resolution to problems - which is why our team is made up of analysts, because this can get pretty complex! We collaborate with teams across the business, including Partnerships, Finance and Product, to improve customer journeys based on feedback/trends/themes from the incoming contact we receive. If you need any customer insight, you’ve come to the right place!

A huge recent win for us - switching our internal system to Zendesk. All incoming contact comes into here, and we’re now much more set up for scaling as we continue to grow.

The Role

As a Customer Experience Analyst, you will be responsible for addressing, and resolving customer, and end-user issues that arise as they use our product. Ensuring a customer-centric approach that delivers world-class cSAT and helps drive customers retention and advocacy.

What Excites You

• Using available data to analyse our current customer support processes, pointing out areas that can be refined and improved.
• Coordinating our customer support responses over a number of platforms including Zendesk and any other channel we deploy in future.
• Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.
• Collaborating with the Account Management team for your verticals to deliver an exceptional customer experience across all touchpoints and moments of their journey.
• Delivering a first class customer experience by responding to customer requests and queries promptly and professionally.
• Develop expertise across all of our products and be able to identify when an issue should be escalated.

What Excites Us

• Desirable: Experience with technical software which manages customer communications.
• 1-2ys of professional experience in customer service or customer facing role.
• Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.
• Excellent communication skills, both verbal and written.
• Understanding that customer experience is more than just answering the pressing issue or ticket.
• Able to work under pressure and put customers at ease.
• Able to work autonomously as well as being a positive team player.

Benefits

🌴 25 days holiday + government holidays

🧠 All permanent employees receive extra days off to help boost their well-being when they need it

🚀 Participation in the Employee Options pool giving you ownership in Runa and participation in the upside

🚑 Health Insurance

💙 401K

👶 Enhanced parental leave

📚 $1,000 annual L&D allowance to invest in mastering your craft, including accredited studies. Plus 6 days study leave per year

🖥️ $150 to create an awesome remote work experience

⭐️ Recognition awards,, where we shine the spotlight on exceptional employees every quarter who in turn get a £100 award in the eGift card of their choice

☕️ Staff perks with Runa brands - discounts of up to 12% on coffee, weekly groceries, holidays, the list is endless

🎉 Quarterly team socials

Take a look under the hood of life at Runa from our employees perspective. This handbook built using Notion.so is what we use to navigate both the serene and choppy waters when needed. You might need to copy and paste the following link into your browser as job boards don't allow us to add hyperlinks - https://bit.ly/2PluGyG