Customer Support Analyst

• 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

• 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