Senior Analyst

About Role:

We are looking for a skilled Customer Support Representative to join our team and provide exceptional service in a U.S. business environment, preferably within banking or financial services. The ideal candidate is responsible for resolving complex customer issues in a U.S.-centric fintech environment. This role requires a high level of ownership, analytical thinking, and an empathetic approach to managing escalations. The candidate will serve as a mentor to junior analysts, assist in process improvements, and ensure adherence to SLAs and compliance frameworks.

Your responsibilities include but are not limited to:

• Handle escalated or complex customer support cases.
  
• Coach and mentor junior team members.
  
• Analyze support trends and report on process gaps.
  
• Collaborate with cross-functional teams (e.g., Product, Tech) to resolve systemic issues.
  
• Ensure compliance with support SOPs and regulatory standards.
  
• Participate in product UAT and knowledge base updates.
  

Requirements

Required Skills & Qualifications:

• Bachelors degree; preference for Finance, Business, or Tech domains.
  
• 3+ years in a U.S. fintech support environment will be an add on
  
• Strong written and verbal communication.
  
• Typing proficiency (40+ wpm).
  
• Experience with CRM and support tools (e.g., Zendesk, Salesforce) will be an add on
  
• Ability to manage pressure, escalations, and stakeholders.
  
• International Exposure in USA/UK Projects is a must.