Customer Support Analyst

Synctera; Canada; Remote; CAD 60,000 - 88,000; Full time

Job summary

A leading company in FinTech is seeking a Customer Support Analyst to ensure high-quality customer experiences. The role involves addressing customer inquiries, resolving issues collaboratively, and developing learning materials to enhance service delivery. Ideal candidates will have a background in technical support or customer service with a focus on APIs and a results-driven mindset, all while being part of a fast-paced team dedicated to innovation in banking services.

Benefits

100% employer paid medical, dental, and vision benefits

Unlimited paid time off

Home office setup stipend

Stock options program

Growth potential within the company

Qualifications

• 3+ years experience in technical support or customer service, ideally with FinTech.
• Friendly and persistent in follow-ups with stakeholders.
• Willingness to work on-call hours as needed.

Responsibilities

• Respond to customer inquiries promptly and professionally.
• Triage questions and prioritize issues effectively.
• Analyze customer inquiries for creating FAQs and resources.

Skills

Technical understanding of APIs

Strong written and verbal communication

Customer-focused mindset

Problem-solving

Tools

SQL

Zendesk

Job description

With the current increase in job recruitment phishing scams globally, we wanted to remind you that all official communications from Synctera will only come from a synctera.com email address.

If you’ve received a communication regarding Synctera that you have a question or concern about, please contact [e-mail].

Please note that although all positions at Synctera are remote, candidates must be located and authorized to work in the US or Canada as a precondition of employment. Synctera does not sponsor applicants for work visas.

What We're Doing

At Synctera, we’re powering the future of FinTech. We help companies create new revenue streams and enhance their value proposition with FinTech apps and embedded banking products. With APIs, compliance support, and bank partners in one end-to-end Banking as a Service platform, Synctera is the fastest and easiest way to build, launch, and scale bank accounts, debit cards, charge cards, lending, and more. We help banks increase deposits and non-interest income by expanding their footprint through FinTech and embedded finance partnerships. The Synctera Platform enables banks to manage their program through a fully compliant, scalable solution.

We are looking for interesting, curious, wickedly smart people who are ready to jump in and run with our fast-growing team. If you want to have fun at work, collaborate with some of the sharpest people in the industry, grow the FinTech and Banking as a Service ecosystem, and love to win, read on!

What We're Looking For

As a Customer Support Analyst, you will play a key role in delivering a high-quality experience for our customers by ensuring their questions are answered promptly and effectively. You'll prioritize inquiries, collaborate across teams, and build and maintain tools, processes, and a comprehensive set of FAQs to continuously improve support delivery. You're naturally inquisitive, eager to help customers have a smooth experience, and comfortable working in a fast-paced, collaborative environment that involves product, engineering, operations, risk, compliance, and beyond. You’ll also understand APIs, webhooks, and other technical events well enough to triage incoming questions and identify the right internal resources to support customers.

What You’ll Do

• 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
  
  

What You’ll Bring

• 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
  
  

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

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
  
  

The base salary for this full-time position (USD: $65,000-$95,000 CAD: $60,000-$88,000) is determined by role, level, and location. The range informed in this job posting reflects the minimum and maximum target for new hire salaries across all US and Canadian locations. Within the range, individual pay will be determined by work location, job-related skills, experience, relevant training, and other factors.

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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