Customer Success Analyst

About the Role

• We are looking for a Customer Success Analyst to help deliver a fast, reliable and valuable experience to Quidax customers across both fiat and crypto transactions.
• This role will sit at the intersection of customer support, customer operations and customer retention; helping customers resolve issues quickly, stay engaged with the product and get more value from their experience over time.
• This is a great role for someone who enjoys solving customer problems, spotting patterns in behavior and turning customer feedback and data into actions that improve experience, trust and long-term customer value.

What You’ll Be Owning
Customer Support and Issue Resolution:
Within your first 60- 90 days:

• Own customer issues across fiat and crypto transactions from first contact to resolution, ensuring customers get timely, accurate, and empathetic support..
• Handle account, transaction, verification and product related queries while meeting agreed SLA and quality expectations.

Customer Health, Behaviour and Insight Tracking:
Within your first 180 days:

• Track recurring customer pain points, onboarding drop-offs, inactivity patterns and repeat complaints that may signal churn or low engagement.
• Contribute to customer health and retention reporting by turning support interactions and behavioural patterns into useful insights.
• Help the team understand which customer segments need more support, education or intervention to stay active and successful on Quidax.

Product, Operations and Customer Excellence:
Within your first 60 - 90 days:

• Surface bugs, transaction failures, recurring complaints, and operational gaps quickly and clearly to the right internal teams.
• Work closely with Product, Engineering and Compliance to investigate customer-impacting issues and move them to resolution.
• Contribute to improvements in workflows, support content, SOPs and internal documentation based on recurring customer friction.

Biggest Challenges You’ll Tackle

• Balancing fast, high-quality support with more proactive retention work in a business where customer issues can be urgent, technical and time-sensitive.
• Connecting the dots between support conversations, customer behaviour and churn risk so we can understand why customers disengage and what to improve.
• Helping rebuild customer confidence after poor experience by not just resolving issues, but also improving trust, clarity and the likelihood that customers continue using Quidax.

What We’re Looking For

• 2+ years cognate experience in customer support, customer success or customer operations, ideally in fintech, crypto, payments, banking or other regulated environments.
• Strong written and verbal communication, sound judgement and the ability to handle customer issues that require investigation, follow-through and clear coordination across teams
• A proactive customer-minded approach with the ability to spot patterns, surface useful insights, and contribute to retention, customer experience, and process-improvement work beyond day-to-day ticket handling.
• You’re comfortable handling customer problems that involve transactions, timelines, multiple moving parts and some investigation.
• You’re comfortable working with data; sorting, cleaning, analysing and using support or transaction data to spot patterns, track issues and support decision making.

Reporting Line:

• This role reports to the Customer Success Team Lead and works closely with the Customer Success team on support delivery, retention initiatives, issue resolution and customer experience improvements.
• This role will also collaborate regularly with Product, Engineering, Compliance and Operations to investigate customer issues and improve the customer journey over time.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:

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