Customer Support Analyst
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Job Description
Customer Support Analyst supporting enterprise merchants on Localpayment’s cross-border payment platform. Troubleshooting payment integrations, leading incident resolution, and improving retention through analytics.
Responsibilities:
- Handle inbound support tickets about payments, account setup, and basic transactions
- Track cases and incidents from initial report through closure while communicating with merchants
- Query transaction statuses in backoffice systems
- Perform first-level troubleshooting for common integration errors, including basic API issues and HTTP 400/500 status codes
- Escalate complex matters to specialized teams
- Notify merchants about transaction updates, system maintenance, and preventive advisories
- Perform level 1 tasks, including Excel reporting data entry and Slack-based team handoffs
- Lead complex production cases as the primary technical contact for enterprise merchants
- Coordinate with merchant teams for rapid resolution
- Analyze and generate support KPIs, including resolution times and customer satisfaction scores
- Report metrics and process improvements to leadership
- Perform Root Cause Analysis and lead post-mortem reviews for recurring incidents
- Participate in retention and SLA review meetings with strategic clients
- Create and update knowledge base articles, troubleshooting guides, and best practices
- Structure and prioritize escalations to Product, Development, Compliance, and Operations teams
- Oversee advanced troubleshooting with Grafana across payment flows and regional payment methods
Requirements:
- At least 3+ years in fintech or customer support, with expertise in payments processing, incident management, and client-facing roles in multinational settings
- Deep knowledge of payment flows: authorization, capture, cancellation, and refund
- Knowledge of Latin American payment methods: Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, and local cards
- Proficiency in Grafana for log analysis and root cause identification
- Familiarity with Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting
- High attention to detail and excellent organizational capacity
- Ability to manage multiple critical tasks and coordinate simultaneously
- Formal fluency in English and Spanish for executive-level discussions and technical documentation
- Leadership in mentoring junior staff
- Exceptional problem-solving under pressure
- Ability to manage multiple high-priority escalations and foster cross-team collaboration
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