Customer Success Analyst

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Take ownership of customer inquiries related to fiat and crypto transactions from initial contact to resolution, ensuring customers receive prompt, precise, and compassionate support.

• Address account, transaction, verification, and product-related questions while adhering to established SLA and quality standards.

• Monitor recurring customer issues, onboarding drop-offs, inactivity trends, and repeated complaints that may indicate potential churn or low engagement levels.

• Assist in customer health and retention reporting by transforming support interactions and behavioral trends into actionable insights.

• Rapidly and clearly report bugs, transaction failures, ongoing complaints, and operational deficiencies to the appropriate internal teams.

• Collaborate closely with Product, Engineering, and Compliance teams to investigate customer-impacting issues and facilitate their resolution.

• Help enhance workflows, support documentation, SOPs, and internal materials based on recurring customer challenges.

⛳️ Requirements

• A minimum of 2 years of relevant experience in customer support, customer success, or customer operations, preferably within fintech, crypto, payments, banking, or other regulated sectors.

• Excellent written and verbal communication skills, sound judgment, and the capability to address customer issues requiring investigation, follow-through, and effective coordination across teams.

• A proactive, customer-centric mindset with the ability to identify patterns, extract valuable insights, and contribute to retention, customer experience, and process-improvement initiatives beyond routine ticket management.

• Comfort in handling customer concerns that involve transactions, timelines, multiple components, and some investigative work.

• Proficiency in working with data; sorting, cleaning, analyzing, and utilizing support or transaction data to identify patterns, track issues, and aid decision-making.

🏝️ Benefits

• Fair Pay + Ownership

• Competitive salary reflective of your skills and experience; annual merit-based evaluations to ensure your growth is acknowledged and rewarded.

• Growth That’s Real

• Annual performance assessments + clear promotion pathways; recognition for outstanding contributions, ranging from shoutouts to milestone rewards.

• Personal development fund (courses, books, conferences); study leave to encourage continuous learning.

• Work That Works For You

• Fully remote work forever + adaptable working hours.

• Time Off That Respects Life

• Unlimited paid time off + Nigerian national holidays.

• Parental, sick, compassionate, and life event leave; we are here for you.

• Connection That Feels Real

• Quarterly remote team gatherings + annual offsite; interest-based communities (SIGs).

• Regular engagement surveys; your opinion is valued.

• Health & life coverage available in select locations.