Customer Solutions Analyst

Dale WorkForce Solutions; New York (NY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision benefits

$1,000 referral bonus

Hybrid working (3 days per week)

Employee learning & development

Job summary

Dale WorkForce Solutions is seeking a Solutions Analyst to join our US Operations team. You will support customers through platform configuration, onboarding, optimization, and ongoing operational support while maintaining strong controls and an excellent customer experience.

You’ll become a product expert, providing technical guidance, configuring new client accounts, and working with cross-functional teams to ensure successful migrations, testing, and releases.

Qualifications

• Experience in customer-facing roles, operations, implementation or technical support.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organization.
• Ability to prioritize in a fast-paced environment.
• Payments, FinTech or Financial Services experience is advantageous.
• Experience with CRM/support platforms such as Salesforce or Zendesk is beneficial.

Responsibilities

• Become a product expert, supporting clients with platform setup, configuration, optimization, and ongoing use.
• Provide technical guidance and configuration support to clients and internal stakeholders.
• Resolve customer enquiries and perform solution configuration updates.
• Configure new client accounts and manage users, permissions, MFA, notifications, account updates and closures.
• Support user access reviews and account configuration updates.
• Support migrations, SSO, pricing updates and legacy account restructuring.
• Support onboarding, testing, UAT and platform releases.
• Partner with Customer Support, Product, Engineering, Implementation, Pre-Sales and Customer Success.
• Maintain documentation and meet SLA expectations.
• Follow operational risk controls, verification processes and elevate high-risk requests.

Skills

Analytical thinking

Problem solving

Attention to detail

Prioritization

Fintech domain knowledge

Tools

Salesforce

Zendesk

Job description

The Role

Reporting to the Head of Operations, you'll join our growing US Operations team as a Solutions Analyst, supporting customers through platform configuration, onboarding, optimization, and operational support while maintaining strong operational controls and customer experience.

What You'll Be Doing

• Become a product expert, supporting clients with platform setup, configuration, optimization, and ongoing use.
• Provide technical guidance and configuration support to clients and internal stakeholders.
• Resolve customer enquiries and perform solution configuration updates.
• Configure new client accounts and manage users, permissions, MFA, notifications, account updates and closures.
• Support user access reviews and account configuration updates.
• Support UK US migrations, SSO, mergers, pricing updates and legacy account restructuring.
• Support onboarding, testing, UAT and platform releases.
• Partner with Customer Support, Product, Engineering, Implementation, Pre-Sales and Customer Success.
• Maintain documentation and meet SLA expectations.
• Follow operational risk controls, verification processes and elevate high-risk requests.

Your Mission

Deliver an exceptional customer experience by becoming a trusted expert in the platform while maintaining operational excellence, security and client service.

Success in Your First Year

• Become a trusted product expert.
• Independently manage customer configuration requests.
• Support onboarding, migrations and platform enhancements.
• Meet SLA and quality targets.
• Drive continuous improvement opportunities.

What You'll Need to Succeed

• Experience in customer-facing, operations, implementation or technical support.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organization.
• Ability to prioritize in a fast-paced environment.
• Payments, FinTech or Financial Services experience is advantageous.
• Experience with CRM/support platforms such as Salesforce or Zendesk is beneficial.

Why You'll Love Working Here

Real impact, continuous learning, collaborative culture, and opportunities to grow alongside a scaling global fintech.

What We Offer

• 20 days annual leave plus public holidays
• Medical Insurance
• Basic Life & AD&D Insurance
• Employee Assistance Program
• $1,000 referral bonus
• Ongoing learning and development
• Hybrid working (3 days per week)

Our Values

• Confident Humility
• Driven to Succeed

Equal Opportunity Employer

We're committed to creating an inclusive workplace where everyone feels respected, supported and empowered to do their best work.