Client Success

**About us**

iLex is a next-gen B2B SaaS fintech start-up with operations in Singapore, Hong Kong, London, and Sophia Antipolis. iLex integrates on a single platform access to global loan markets and a large network of investors, primary and secondary deal sites, advanced investor intelligence for banks, debt advisors and institutional lenders.

iLex’s vision is to drive liquidity, efficiency, transparency, and security in loan capital markets. In collaboration with the industry, iLex builds cutting-edge solutions across the loan value chain to create more resilient and efficient loan markets. By doing so, we actively contribute to providing better access to financing opportunities for all businesses and projects, advancing global growth and progress.

**The opportunity**

We’re looking for a Client Success & Operations Analyst based in Sophia Antipolis (Valbonne), to be part of our Clients team.

Reporting to the COO based in London and working closely with the global Sales, Product and Engineering teams, you will play a key role in providing high-quality client delivery and support, ensuring smooth daily operations, and supporting product adoption across the EMEA region and beyond.

This is a hands-on role in a dynamic, fast-growing fintech. If you're operationally minded, client-focused, and enjoy working across teams to solve problems, we’d love to hear from you.

**Responsibilities**

Client Success & Support
- Be the frontline for EMEA user support with high standards of service delivery including providing first-line operational troubleshooting.
- Work with the rest of the Clients team on client onboarding and account opening processes.
- Contribute to client implementation projects such as migrations, integrations and user training.
- Help set, monitor, report and improve service levels.
- Work closely with Sales, Product, and Engineering teams to collect client feedback, understand user behaviours, and ensure operational readiness for product releases.
- Work with Product Team to map out user journeys and platform processes to increase usability and user experience (UX).
- Support the planning and deployment of Client Success initiatives using a variety of specialised tools, and notably Intercom and Matomo.

Platform & Operational Management
- Work closely with Engineering team to support daily platform administration, monitoring and Information Technology Risk Management (ITRM) controls.
- Own incident & problem management resolution.
- Help track operational and client KPIs, including response times, resolution rates, platform uptime.
- Contribute to the implementation of operational policies, client service processes, and internal controls.

You will also support the management of France-based service providers, particularly those related to office facility and IT equipment.

**What we look for**

Must haves
- Strong interest in B2B Client Success and SaaS Operations.
- Hands-on, eager to learn new things, result-oriented with a strong problem-solving mindset.
- Great organisational skills and ability to prioritise and multi-task.
- Excellent communication skills in English, both written and verbal.

Desirable
- 1-2y experience in Client Success and/or Business Operations, preferably in a B2B SaaS environment.
- Tech acumen, process automation and continuous improvement mindset.
- Experience with Excel, AWS, Intercom, Matomo, Confluence or JIRA would be a plus.

**Who you are**

We are a lean team and as we continue to grow, maintaining our company culture and living by our values is key, so it’s important to us that you display:

- Transparency - effectively communicate in good times and bad times.
- Simplicity - be focused and straightforward.
- Impact - spend time where it matters to get results.
- Commitment - take initiative, do what you say, and stick with the journey.
- Challenge - be curious and take feedback to continuously improve.
- Goodwill - appreciate your team and colleagues.

You should also be keen on working in a fast paced, rapidly scaling start-up environment. If you are motivated and results-focused, we’d like to meet you.

**What we offer**
- Competitive salary.
- Flexible leave structure.
- Office in Sophia Antipolis Tech & Science Park — a leading European innovation hub
- Hybrid working arrangement (work from office and from home).
- Annual allowance for learning & development.
- Great development opportunities in a fast-paced environment.
- Being part of a team of seasoned professionals providing revolutionary solutions to the market.
- Being part of a fintech pioneer with opportunities to grow with us in EMEA, APAC and beyond (international secondment opportunities).

iLex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.