A rapidly growing FinTech company needed immediate help to find a team of specialised analysts to add depth to its customer support operation. Having fallen short through other routes, the CEO came to Freshminds for help.
Case Study
Supporting a Scaling FinTech
Placing a team of analysts within a week
The Challenge
Our client is a rapidly scaling FinTech challenger brand, with a team of around 150 people. While experiencing high growth, the firm needed to build out its operations team with a particular focus on the customer support capacity.
The nature of our client’s products, and the complexity of the questions asked by customers, meant that an analytical and structured approach was required by the customer support team. Callers needed to be guided through complex product features and account transfer processes.
Previous attempts to find the right type of people to provide this experience for customers had not been successful and the management team had an urgent need to expand capacity.
Freshminds was faced with a short turnaround – needing to assemble a team within a week.
The Response
Freshminds had a briefing with the CEO and the Head of Operations to understand the critical elements of the work that these people would be undertaking. A two-person search team was assigned to enable us to cover ground quickly.
With the search underway, 45 analysts within the Freshminds network were assessed for suitability, with screening interviews fine-tuning a candidate pool to a shortlist of 8.
The team was looking for analysts with very clear communication skills, demonstrable data accuracy, and attention to detail. A degree of technical ability was also required.
“The Freshminds’ on-demand network meant that pre-screened analysts with relevant experience were available within days of being briefed.
This project demonstrates our ability to deliver into all areas of our clients’ businesses - always with a focus on strategic, analytical, and insightful skills.”
Thom Cunningham-Burley, COO, Freshminds
Six of the shortlisted candidates were interviewed by the client, and four were hired immediately. Due to further capacity challenges, two more analysts were added.
Freshminds was able to adapt our standard deployment model to help fit within a very tight budget.
The Outcome
The client had their initial team of four deployed and working within a week of briefing. The four analysts were deployed initially on a 12-week basis, but have since been extended to allow the client to continue to build out the team.
Additional analysts have since been brought on to meet demand.
