Client Success Analyst

N3xt; United States; Remote; CAD 85,000 - 127,000; Full time

Job summary

N3XT is seeking a Client Success Analyst to join our remote, North America-based team. You will be on the front line for client success, onboarding new users, and resolving product and integration issues, with a strong emphasis on automation and API-enabled workflows.

You will collaborate with Compliance, Bank Operations, Business Development, Engineering and Infrastructure to streamline onboarding, ensure high-quality support, and improve client experiences across the platform.

Qualifications

• Bachelor’s degree or 1–3 years in customer support, integration or onboarding.
• Experience in banking, financial services or fintech is a plus.
• Experience with Intercom is a plus.
• Experience with KYC/onboarding systems is a plus.
• Experience with APIs is a plus.
• Experience with AI tools to solve technical problems is a plus.
• Basic scripting or query experience is a plus.
• Strong desire to automate manual tasks.
• Entrepreneurial and independent work style preferred.
• Startup experience is a plus.

Responsibilities

• Front line multi-channel support for clients.
• Handle inquiries including product questions, system issues, onboarding and payments.
• Collaborate with Compliance, Bank Operations, BD, Engineering and Infrastructure to support clients.
• Assist in client onboarding and streamline onboarding processes.
• Support client and vendor integration efforts using APIs and testing tools.
• Identify issues through testing and work with Engineering to debug.
• Assist in creating and maintaining public documentation.
• Contribute to process improvements and automation.

Skills

Customer support

Automation

APIs

Onboarding

Intercom

KYC onboarding

Scripting basics

Startup experience

Education

Bachelor’s degree

Tools

Intercom

APIs

Job description

Liberating Money

Client Success Analyst

Location: Remote, North America

Job Type: Full-Time

Department: Client Success

Reports To: Head of Client Success

About the Role

N3XT is a dynamic and rapidly growing fintech revolutionizing the payment space. We foster a collaborative, agile and results-oriented environment where talented individuals can make a significant impact. We are seeking a highly motivated analyst to join the Client Success team. At N3XT we are technology and AI first, and are looking to incorporate automation and quality service into our client service and support processes. This is a critical role in a growing company where contributions are felt across the organization. You will be working directly with N3XT end users, and their technology teams to onboard, implement systems and provide support services.

The ideal candidate is proactive, process oriented and has an automation first mentality. You will work closely with executive leadership, business development, engineering and infrastructure, and other internal teams to streamline all relevant workflows, resolve issues, and contribute to a positive and productive client experience.

Key Responsibilities

• Front line support for the N3XT client base - Multi-channel support (email, chat, via Intercom)
• Contribute to the full lifecycle of client support inquiries - These can be product questions, system issues, onboarding inquiries, payment issues, etc.
• Work directly with other N3XT teams - Compliance, Bank Operations, Business Development, Engineering and Infrastructure as a means to fully supporting the client base
• Assist in the client onboarding process - Work with internal teams to further define and streamline onboarding processes across new and existing client segments
• Support client and vendor integration efforts using API technologies, working directly with software engineers and technical teams. This includes maintaining the client integration process - Testing tools and strategies, certification workflows and processes through go live and BAU
• Identify application issues that lead to user problems through periodic testing of new and existing versions of the N3XT application and APIs - Work directly with Engineering teams to assist in debugging
• Assist in the creation and maintenance of public documentation - FAQs, User Guides, API Documentation
• Support efforts in overall process improvement and automation

Qualifications and Requirements

• Bachelor’s degree or 1-3 years of experience working in a customer support, integration or onboarding role
• Previous experience working in banking, financial services or fintech is a plus
• Previous experience working with Intercom is a plus
• Previous experience working with KYC/Onboarding systems and processes is a plus
• Experience working with, or knowledge of, APIs is a plus
• Experience working with AI tools to solve technical problems is a plus
• Basic scripting and/or query experience is a plus
• Strong desire to continuously improve on, and automate, manual and repetitive tasks
• Entrepreneurial in nature - A desire to take pride in high value work while largely working independently is strongly preferred
• Previous startup experience is a plus

Why Join Us?

• Be part of a fast-growing, mission-driven company in the fintech space
• Opportunity to add significant value to the N3XT efforts
• Work with a diverse, global team in a hybrid-friendly environment
• Competitive salary, benefits, and professional development support