Customer Support Analyst

Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion.
In 2024, Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company. This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem.
We are looking for aCustomer Support Analystfor our key enterprise clients, driving retention through proactive issue resolution, performance analysis, and strategic client engagement in the dynamic world of cross-border payments.
Responsibilities

• Handle inbound inquiries via tickets, responding promptly and professionally to merchant questions about payments, account setup, and basic transactions.

• Accompany cases and incidents, tracking resolutions from initial report to closure while maintaining clear communication with merchants.

• Perform operational consultations, such as querying transaction statuses in backoffice systems.

• Conduct first-level technical troubleshooting for common integration errors (e.g., basic API issues, HTTP status codes 400/500) and escalate complex matters to specialized teams.

• Send notifications and alerts to merchants regarding transaction updates, system maintenance, or preventive advisories to minimize disruptions.

• Manage other typical level 1 tasks, including data entry in Excel for reporting and collaboration via Slack for quick team handoffs.

• Lead complex cases in production, serving as the primary technical point of contact for enterprise merchants and coordinating with their teams for swift resolutions.

• Analyze and generate KPIs on support metrics, such as resolution times and customer satisfaction scores, to inform process improvements and report to leadership.

• Perform Root Cause Analysis (RCA) and lead post-mortem reviews for recurring incidents, identifying trends in payment failures or integration issues.

• Participate in retention and SLA review meetings with strategic clients, ensuring alignment on service levels and proactive strategies to prevent churn.

• Create and update knowledge base articles on common workflows, troubleshooting guides, and best practices to empower the junior team and self-serve merchants.

• Structure escalations to Product, Development, Compliance, and Operations teams, prioritizing based on impact and providing detailed documentation for faster fixes.

• Oversee advanced troubleshooting using observability tools like Grafana, focusing on payment flows (authorization, capture, cancellation, refund) and regional methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

Requirements

• Industry Experience:At least 3+ years in fintech or customer support, with proven expertise in payments processing, incident management, and client-facing roles in multinational settings.

• Technical Skills:Deep knowledge of payment flows (authorization, capture, cancellation, refund) and Latin American payment methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards). Proficiency in observability tools like Grafana for log analysis and root cause identification.

• Tools and Skills:Familiarity with support platforms like Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting. High attention to detail, excellent organizational capacity, and the ability to simultaneously manage multiple critical tasks and coordination.

• Languages:Formal fluency in English and Spanish for executive-level discussions and technical documentation with international clients.

• Soft Skills:Strong leadership in mentoring junior staff, exceptional problem-solving under pressure, and the ability to manage multiple high-priority escalations while fostering cross-team collaboration.

Originally posted on Himalayas