EMEA Customer Support Manager
Maria, Madrid
hace 2 días

The Group :

The Client Service group is the face of Morningstar post sales Activities. The individuals in this group work towards enabling our clients efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products.

The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring clients best-in-class experience using our products to achieve their goals.

The Role : In this role you will coordinate, improve, all the related activities performed by your EMEA team in order to delight and offer a best in class service to our customers.

You will act in coordination with our Chicago and Mumbai offices, being part of the Morningstar Global Client Support team, Your team is localized in Madrid and the major countries in the Western Europe.

This position for this role is based in our Madrid office.


  • Lead, mentor & develop the team of EMEA Customer support team.
  • Act and organize the team in order to provide best-in-class service to all incoming client queries related to Morningstar products and services.
  • Promote continuous improvements initiatives for your team in order to improve constantly the level of service
  • Develop, improve existing internal processes in order to offer the best customer experience to your internal and external stakeholders
  • Regularly follow up internally and externally for all outstanding client queries and requests.
  • Meet required service levels for the process, monitor constantly our service KPI
  • Demonstrate and promote strong client advocacy
  • Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary
  • Requirements :

  • 3-5 years of proven experience with at least 3 years in client support / service
  • Client Centric Mindset, process and quality oriented
  • A proven track record of managing clients with contractual timelines and scope
  • Good understanding of financial markets and investment products with inclination to learning
  • Understanding of networking, internet, communication concepts and complex software systems
  • Proven ability to develop effective working relationships with both local and international stakeholders including the capabilities to negotiate, develop rapport and establish trust
  • Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills
  • Educated to degree level, an advanced degree is a plus
  • Excellent written and verbal communication in English
  • Morningstar is an Equal Opportunity Employer. Everyone is encouraged to apply.

    We thank all applicants for their interest, but only those candidates selected for an interview will be contacted.

    If selected for an interview, we will be happy to work with you to ensure your interview is accessible and that a reasonable accommodation is provided.

    When your interview is being scheduled, please advise us of how we might be able to support your participation.

    E99 MstarNetworkSL Morningstar Network SL (Madrid) Legal Entity

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