Customer Support Analyst

Description

Multigate is looking for a highly responsive, detail-oriented, and solution-driven Customer Support Analyst to strengthen service reliability and client experience across our treasury, cash management, and cross-border payment solutions.

This role is responsible for managing day-to-day client support interactions, resolving technical and non-technical issues, and coordinating internal teams to ensure timely and effective issue resolution. The role focuses on operational excellence, structured case management, and consistent service delivery across the customer lifecycle.

The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success.

Mission for this Role

To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions.

Key Outcomes

• Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines.
• Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents.
• Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues.
• Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement.
• Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems.
• Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements

Competencies (Must-Have Skills & Behaviors)

• Customer-Centric Mindset – Strong commitment to delivering reliable, empathetic, and professional client support.
• Problem-Solving & Analytical Thinking – Ability to investigate issues, identify root causes, and follow through to resolution.
• Structured Case Management – Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy.
• Technical Fluency – Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments.
• Clear Communication – Ability to communicate technical and non-technical information clearly to clients and internal stakeholders.
• Execution Discipline – Strong follow-through, time management, and prioritization skills in a fast-paced environment.

Cultural Alignment (Values Fit)

• Customer Obsession – Prioritizes client trust and long-term satisfaction.
• Excellence in Action – Maintains high standards of responsiveness and accuracy.
• Agility & Innovation – Adapts quickly to evolving products and regulatory environments.
• Trust & Accountability – Takes ownership of assigned cases through to resolution.
• Collaboration & Ownership – Works effectively across teams to remove blockers and

• 3–5 years of experience in customer support within fintech, payments, banking, SaaS, or financial services.
• Proven experience handling technical and non-technical support cases in a structured environment.
• Familiarity with treasury, cross-border payments, correspondent banking, or cash management solutions is an advantage.
• Experience using CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk).
• Ability to work cross-functionally with Product, Engineering, Compliance, and Operations teams.
• Bachelor’s degree in Business, Finance, Information Technology, or a related field.

Key Metrics to Track

• SLA compliance rate (%).
• Average First Response Time (FRT).
• Average Resolution Time (ART).
• Ticket backlog levels.
• Repeat incident rate.
• Customer Satisfaction Score (CSAT).
• Escalation frequency and resolution timelines.

• Competitive salary and performance-related incentives.
• Career development opportunities within customer operations and fintech.
• Collaborative and high-performance work environment.
• Role autonomy and ownership.
• Opportunity to contribute to scaling global treasury and payment infrastructure.