There are three teams in customer support:

• The implementation team works on a project basis to deliver new products or enhancements to our customers.
• The support team responds to customer requests and resolves incidents to maintain a good level of operational service.
• The customer success team looks after customers day to day, ensuring they are happy and deepening our relationship with them. Our customer success managers work independently and have their own lists of clients to take care of.

Director of Customer Organization Josh says: “Customer service isn’t just a job, it’s an attitude. We take responsibility and ensure our customers are successful with whatever they try to do. That means we go above and beyond, whether it’s during implementation when there’s a support request or in our day-to-day relationship with the customer.”

The culture in customer support is one of close collaboration, fun, and constant improvement. As the primary customer-facing team, we also work with other teams in ComplyAdvantage to make sure the customer has everything they need.