(Senior) Merchant Support Analyst

BVNK; Cape Town; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A next-generation payments platform is seeking a Merchant Support Analyst in Cape Town. The role involves managing customer queries, resolving issues, and collaborating with various departments. Ideal candidates will have experience in customer service, strong problem-solving skills, and a desire to learn about the crypto industry. This full-time position offers a competitive salary and flexible working hours.

Benefits

Fair and competitive salary

Employee option scheme

Flexible working hours

20 days standard holiday

Open and creative environment

Qualifications

• 1-2 years experience in customer service is a plus but not essential.
• Successful track record in relationship management.
• Experience managing multiple projects simultaneously.

Responsibilities

• Manage incoming queries from global customers and provide prompt support.
• Investigate, troubleshoot and resolve customer queries promptly.
• Coordinate with colleagues as necessary and provide feedback on process efficiency.

Job description

About BVNK

BVNK is a next-generation payments platform for global businesses. We bridge the gap between traditional and digital finance to make payments borderless, instant, and secure. Using the BVNK platform, businesses can send and receive payments on all major schemes and blockchain networks, incorporate stablecoins into their payment flows, and settle funds in over 30 markets.

Role

Merchant Support Analyst (Cape Town)

We are seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst. This role reports to the Customer Support Manager and works closely with other functions within the business. The role requires initiative, attention to detail, and expertise in onboarding, KYC, payments and customer service. You will collaborate with Account Managers, Risk, Operations, Management and other Compliance functions. The team is based in Cape Town and will work closely with colleagues across the business.

Key Areas of Responsibilities

• Manage incoming queries from global customers and provide prompt support.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Investigate, troubleshoot and resolve customer queries promptly.
• Communicate with customers through multiple channels and platforms.
• Acquire extensive knowledge of BVNK products from a customer perspective.
• Exceed customer expectations by going above and beyond.
• Coordinate with colleagues as necessary and provide feedback on process efficiency.
• Use departmental resources, policies and procedures effectively; escalate issues appropriately.
• Proactively communicate system and process issues, as well as customer feedback trends to management.
• Moderate incoming customer reviews and respond to resolve issues.
• Manage multiple tasks and collaborate with various departments to resolve issues.
• Review documents and flag high-risk customers if discrepancies arise using required tools (Onfido).
• Be involved with industry news, conferences, and events and represent the business professionally with clients.

What we need from you

• 1-2 years experience in customer service is a plus but not essential.
• Successful track record in relationship management and maintaining business relationships.
• Experience managing multiple projects simultaneously.
• Desire to learn about the crypto industry.
• Bachelor's Degree.
• Goal-oriented and results-focused with the ability to work under pressure.
• High integrity and strong work ethic.
• Pertinent interpersonal communication skills; confident, dynamic, and assertive.
• Ability to mentor, coach and develop people.
• Strong problem-solving skills; essential for good customer service.
• Empathetic, friendly, and communicative with good time management.
• Business acumen and product/service knowledge.

What you can expect from us

• Fair and competitive salary at every stage of growth as a Merchant Support Analyst.
• Meaningful ownership through our employee option scheme.
• Flexible working hours with hybrid options.
• A culture built on passionate growth-minded people.
• Flexible holiday with 20 days standard.
• An open and creative environment where you can help shape BVNK’s future and culture.

At BVNK, we are focused on building a diverse and inclusive team. If you meet the majority of our expectations, we encourage you to apply even if you don’t meet every requirement.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other