Customer Support Analyst

Summary

Join Synctera, a FinTech company powering the future of finance, as a Customer Support Analyst. You will be a key player in ensuring high-quality customer experiences by promptly and effectively addressing customer inquiries. Collaborate with various teams, build support tools and FAQs, and proactively identify and resolve issues. You will analyze customer inquiries to improve self-service options and create monthly SLA reports. This role requires 3+ years of experience in technical support or related fields, strong communication skills, and familiarity with APIs, webhooks, and SQL. The position offers a competitive salary, comprehensive benefits, and opportunities for growth within a fast-paced, collaborative environment.

Requirements

• 3+ years of experience in technical support, customer service, or payment operations–ideally with exposure to FinTech clients
• Technically curious, with the ability to understand and discuss APIs, webhooks, and related concepts
• Strong written and verbal communication skills
• Friendly, approachable, and customer-focused mindset
• Persistent in follow-ups and able to build relationships with key stakeholders to ensure customer needs are met
• Familiarity with SQL
• Resilient, results-driven approach to problem-solving
• Willingness to work on-call hours as needed
• Experience with Zendesk or a similar customer service platform

Responsibilities

• Respond to customer inquiries in a timely, thorough, and professional manner
• Triage incoming questions and ensure they’re appropriately prioritized and escalated
• Collaborate with internal teams to resolve customer issues effectively
• Analyze and organize customer inquiries to identify recurring issues and develop learning materials, FAQs, and other resources to help customers self-serve in the future
• Be proactive in identifying potential issues and addressing them before they arise
• Support the development of new processes and maintain strong follow-up skills to ensure customer satisfaction
• Create monthly SLA reports outlining response time metrics and CSAT scores

Benefits

• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
• Employer contribution to HSA for US employees
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees
• Unlimited paid time off
• Generous paid new parent leave program
• Home office setup stipend
• Stock options program for all employees
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Working alongside a skilled and passionate team