Customer success analyst at Quidax
Job Description
Are you passionate about delivering excellent customer experiences and solving complex customer issues? Quidax, one of Africa’s leading cryptocurrency exchanges, is hiring a Customer Success Analyst to join its remote team.
If you have experience in customer support, fintech, banking, payments, or crypto, this could be an excellent opportunity to grow your career with a company focused on making money transfers as easy as sending a text message.
About Quidax
Quidax is an African-focused cryptocurrency exchange that enables users to buy and sell cryptocurrencies such as Bitcoin, Ethereum, USDT, and Litecoin using the Nigerian Naira. The company is committed to creating a world where sending money and value across borders is simple, fast, and accessible. Quidax also promotes an inclusive workplace built on clear communication, collaboration, and innovation.
Key Responsibilities
Your responsibilities will include:
- Resolve customer issues related to accounts, transactions, verification, and products.
- Provide timely, accurate, and empathetic support while meeting service quality standards.
- Monitor customer behavior, recurring complaints, onboarding challenges, and inactivity trends.
- Generate insights that support customer retention and improve overall customer experience.
- Identify bugs, transaction failures, and operational issues, then escalate them to the appropriate teams.
- Work closely with Product, Engineering, Compliance, and Operations teams to resolve customer-impacting issues.
- Contribute to process improvements, internal documentation, and support resources.
Requirements
To qualify for this role, candidates should have:
- At least 2 years of experience in customer support, customer success, or customer operations.
- Previous experience in fintech, cryptocurrency, banking, payments, or another regulated industry.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities.
- Experience handling customer issues involving transactions and investigations.
- The ability to analyze customer or transaction data to identify trends and support business decisions.
- A proactive mindset with a passion for improving customer satisfaction and retention.