Service Support Analyst

Remitee Inc.; Madrid; Remote; EUR 32,000 - 52,000; Full time

Job summary

Remitee is a rapidly expanding fintech company offering international payments and a 100% remote role based in Europe, ideally Spain. The position follows a flexible schedule to align with Argentina time.

You will manage client cases, analyze data, and collaborate across teams to maintain SLA compliance and continuous improvement. The ideal candidate is based in Europe (Spain preferred), fluent in Spanish and English, with 2+ years in similar roles and experience with SQL, Power BI, and Jira.

Qualifications

• Minimum of 2 years of experience in service/support roles.
• Fluent in Spanish and English (spoken and written).
• Strong problem-solving and data-analysis abilities.
• Ability to work independently with minimal supervision, especially during early-morning hours.

Responsibilities

• Provide direct support to clients by managing and resolving assigned cases.
• Ensure a high-quality service experience for all customers.
• Collaborate with cross-functional teams to guarantee timely case resolution.
• Extract, analyze, and manage information from various databases.
• Answer operational questions with transactional data, spotting patterns and anomalies.

Skills

SQL

Power BI

Analytical thinking

Tools

Jira

Job description

Remitee, a rapidly expanding fintech company specializing in international payments, is seeking an Service Support Analyst to join our team. This role plays a key part in ensuring smooth operations and delivering an excellent service experience to our clients. This is a 100% remote position based in Europe, ideally Spain. Working hours: 3:00 AM to 12:00 PM Argentina time (ART, UTC-3). This is 8:00 to 17:00 in Spain during summer time (CEST) and 7:00 to 16:00 during Winter time (CET).

Key Responsibilities

• Provide direct support to our clients by managing and resolving assigned cases.
• Ensure a high-quality service experience for all customers.
• Collaborate with cross-functional teams to guarantee timely and effective case resolution.
• Extract, analyze, and manage information from various databases.
• Answer operational questions with transactional data (for example, SLA compliance by payer, rejection times, or false completions), spotting patterns and anomalies along the way.
• Identify operational deviations and execute corrective actions.
• Analyze available data to improve operational indicators and monitoring dashboards.
• Monitor key KPIs and propose new performance metrics for continuous improvement.

What we are looking for

• Based in Europe (ideally Spain), able to work the schedule described above.
• Fluent in Spanish and English (spoken and written).
• Strong problem-solving skills.
• Ability to work independently and exercise sound judgment with minimal real-time supervision, especially during early-morning hours.
• Strong analytical skills and a good eye for detecting patterns in data.
• Excellent interpersonal skills and teamwork.
• Minimum of 2 year of experience in similar roles.
• Experience in fintech, payments, or banking operations is a plus.
• Knowledge of SQL (mandatory) to extract and analyze transactional data, and Power BI (mandatory).
• Experience with ticket management tools (Jira).

About Remitee

Remitee is an international, expanding organization with a vibrant culture that sets us apart. Our work environment is fast-paced and stimulating, offering numerous opportunities for growth and development. If you're a self-starter who thrives in a collaborative and challenging environment, our company values are fundamental to our daily operations. To succeed here, you'll need to embrace and live our company values.

Company Values

• We build trust (Integrity and Transparency). We inspire through example, fulfilling promises, and communicating sincerely.
• We embrace diversity (Respect and Empathy). We listen and connect, valuing diverse perspectives. We recognize achievements and efforts.
• We trust in the synergy that emerges from effort and collaboration (Teamwork). We forge authentic bonds through offering opportunities and sharing responsibilities.
• We focus on what is essential (Simplicity). We simplify complexity, constructing effective solutions. We promote simple and accessible communication.
• We create our best version (Excellence). We act with discipline and perseverance, taking care of our physical and mental well-being. We live with passion and purpose in everything we do.

Service Support Analyst Madrid, Community of Madrid, ES