Customer Service Representative

Company Overview

Glass Lewis is the world’s choice for governance solutions. We enable institutional investors and publicly-listed companies to make sustainable decisions based in research and data. We cover 30,000+ meetings each year, across approximately 100 global markets.

Our customers include the majority of the world’s largest pension plans, mutual funds, and asset managers, collectively managing over $40 trillion in assets. We have teams located across the United States, Europe, and Asia-Pacific giving us global reach with a local perspective on the important governance issues. Founded in 2003, Glass Lewis is headquartered in San Francisco, California with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Limerick, Ireland; Karlsruhe, Germany; Sydney, Australia; and Tokyo, Japan.

Position:

We are looking for a highly motivated and customer-centric Customer Service Representative to join our team. This role is crucial in ensuring a seamless experience for our clients by managing on-boarding, providing ongoing support, and identifying opportunities for up-sells. The ideal candidate will have a strong interest in finance and technology, excellent communication skills, and a proactive approach to client success.

Responsibilities: 

• Lead the on-boarding process for new clients, ensuring a smooth transition to the Engagement Management Platform.
• Provide timely and effective customer support, addressing inquiries and troubleshooting issues.
• Educate clients on best practices for using the platform and inform them about new features.
• Monitor product adoption and user activity to enhance platform engagement.
• Analyse client usage data to identify opportunities for up-selling and additional service offerings.
• Collaborate with internal teams to relay client feedback and contribute to product improvements.
• Maintain detailed records of customer interactions and issue resolutions.
• Train existing Glass Lewis CS team on basic client inquiries related to the Engagement Management Platform

• Fluent in English, both written and spoken.
• Strong interest in finance and technology.
• Proficiency in Excel for data analysis and reporting.
• Excellent communication and interpersonal skills.
• Strong sense of ownership and accountability.
• Problem-solving mindset with the ability to work independently and as part of a team.
• Prior experience in customer support, client success, or account management within a SaaS company.
• Knowledge of ESG and investment-related topics is a plus.