Job description
Working At Voyc
68% of customers do not trust their providers of financial services, whether it’s buying a car on finance or getting that car insured. This trust gap is evident across various segments of the Financial Services sector.
At Voyc, our mission is to help rebuild trust in financial services.
Imagine Tim, the CEO of a car finance lender in the UK. Tim’s company has 100 employees, 80 of whom interact with customers daily. Despite their efforts, Tim faces a significant compliance challenge: at any moment, regulators could ask him to prove his company treats its customers fairly.
To address this, Tim’s industry spends $21 billion annually hiring quality assurance assessors like Laura, who review customer calls and identify risks, but Laura can only review 1-2% of customer interactions, leaving 99% unchecked.
That’s where Voyc comes in. Our cutting-edge AI-powered call monitoring software helps Laura and her team analyse 100% of their calls, reduce time spent listening to calls by 30%, and achieve 99% regulatory compliance.
Here’s how it works: Voyc scores 100% of calls, ranks them by risk, and triggers alerts and workflows to mitigate potential issues, whether through agent training or follow-up with customers. Additionally, Voyc provides Tim with the necessary data to demonstrate compliance to regulators.
We’re growing 3x per year in the UK, supporting over 80 financial services companies, and now monitor more than 100 calls every minute. As we scale, we’re looking for passionate individuals to help us achieve our mission and redefine the future of compliance monitoring.
Job Description
A Technical Success Analyst (TSA) is a customer-facing role responsible for ensuring the successful implementation and adoption of Voyc by its customers. The selected TSA will work closely with customers to understand their technical needs and ensure they can fully utilise Voyc’s system to achieve their business goals.
Responsibilities
- Partner with the Technical Success Manager to ensure client success from onboarding to continued adoption of the platform
- Customise reports, insights, and design solutions tailored to customer use cases and needs
- Partner with customers in configuring out-of-the-box integrations
- Actively working as a technical advisor for any queries related to either out-of-the-box or custom solutions
- Successfully translate customer pains/requirements to proposed solutions and implement the proposed solutions
- Leveraging Voyc’s specialised knowledge and skills to alleviate pressure on customers
- Understanding customer internal processes in detail and seeking improvement and optimisations in the provided solution
- Building applications and/or scripts to enhance customer experience
- Documentation of features for end-users
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Effectively communicate client needs to our developer teams for future product enhancement
Key Performance Indicators
Engagement (active users)
Configuration Accuracy (% false alerts and % overrides)
Average Onboarding phase length
Understanding of complex enterprise solutions
Familiar with SaaS technologies
Understanding of APIs
Ability to forge strong, long-lasting relationships with customers
Ability to creatively explain and present complex concepts in an easy-to-understand manner
Solid technical background with understanding and/or hands-on experience in data integrations
Curious and proactive in nature
Passionate about making customers successful
Great report writing (storytelling)
Strong analytical, problem-solving, and communication skills
The ability to work independently and manage multiple projects at the same time
BA/BS degree or equivalent, preferably in Computer Science
As well as the opportunity to learn and expand your skills while making the world a better place, working at Voyc offers the following
- A market-related salary
- Caring, growth-focused team culture
- Flexible working hours
- Remote work
- Forward-thinking leave policies
- Company-sponsored lunches, travel and learning opportunities
- An inclusive & representative workplace
- More Perks here
Company Values
- Playing to win
- Putting people over everything
- Driving results
- Pursuing Knowledge
- Working together
